Customer Care Professional - MS-T4

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career.

Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

How will you make an impact in this role?

This position will involve building and maintaining relationships with our strategic merchants, working directly with Client Management groups and liaising with all departments relevant to queries received from our Merchants. The successful candidate will be prepared to become part of a single point of contact team for our top merchants for all operational servicing needs, with responsibility for delivering unparalleled customer service through inbound and outbound calls as well as email servicing channels. These customers need high quality, efficient and personalized service to be truly recognized for the value they bring to American Express. You would be part of a cross-functional team that is created to deliver seamless and exceptional customer service, delivering end-to-end issue resolution and a customer centric approach to drive the highest levels of customer satisfaction and engagement. You would have the opportunity to provide one-stop servicing.

The role requires a certain level of self management and accountability to deliver. You would be expected to identify, pre-empt and help to resolve any operational problems which your merchant may have. Support and training will be given so that you can support the following functions: branch addition set-ups, submission queries, account maintenance, EPA file issues, payment/financial queries, dispute queries, and merchant risk. 

Provide unsurpassed service to merchants and Client Managers, managing end-to-end processing of global market accounts where end-to-end processing would involve servicing, Multi-Currency,  set-up maintenance, disputes, payment/financial & submission enquiries, via Genesis and/or MS3. In this role, you will have access to support specialists across the globe specializing in dispute and payment solutions. 

Additional Responsibilities:

• Operate all processes within pre-determined compliance and control requirements
• Display exceptional listening skills and pay detailed attention to customer needs in order to fully resolve their query
• Demonstrate a real sense of passion and pride about American Express products and customer service, recognizing the merchant and making them feel valued and special
• Partner closely with teams across the globe in order to resolve servicing requests and issues
• Speak positively to enhance awareness of the Merchant Value Proposition and to support the brand
• Investigate and resolve disputed transactions in a timely and efficient manner
• Provide customer first resolution to our top global merchants by accurately and efficiently completing merchant requests
• Resolve product or service inquiries by asking probing questions, determining the cause of the issue; selecting and articulating the best solution to drive brand advocacy
• Grow and nurture customer relationships on every interaction that results in measurable Customer value and loyalty
• Receive and implement industry training to utilize consultative selling techniques to identify and offer customer solutions that will provide value to our merchants
• Deliver extraordinary results measured by customer satisfaction, effectiveness, efficiency and quality

Here are the skills and experiences we are looking for. Do these describe you?

• Customer service experience with a passion for building cu