As a brand built on going above and beyond to provide the best customer experience, having the most exceptional colleagues is paramount. As the face of the company, you can create positive interactions with our customers every day – from curating a unique travel or lifestyle experience to helping them with their everyday needs. And, you can grow your skills through industry-leading training and ongoing coaching, all while learning what it means to continually set the standard for world class, customer-first service.

The Global & Premium Commercial and Merchant Experience team provides servicing to American Express Merchants, Third Party Acquirers and Commercial Card Members delivering differentiated essential services to our clients to support them in achieving their aspirations. Additionally, we support the Enterprise to retain, grow and improve overall satisfaction with these customers.

Key Responsibilities:

• Deliver world-class customer service to our Third Party Acquirers, Premium Merchants and Client Manager
• Build meaningful relationships with the customer through a consultative approach, understanding their current and future needs, providing first contact resolution, and negotiating a positive outcome for the customer and American Express
• Document necessary information, such as payment/financial details and inquires, Cardmember dispute queries, compliance/brand/risk cancellation requests, raw data file issues
• Partner closely with colleagues and customers to align on requests and provide status updates on pending requests
• Respond to requests from Client Managers, Merchants, and Third Party Acquirers evaluating and analyzing account information. Recommend solutions that add value, perform account reviews, liaise with internal teams to resolve inquiries,
• Coordinate account projects, identify procedural opportunities and implement solutions to improve efficiencies
• Ensure all quality control process are followed to minimize errors
• Collaborate across multiple business units, when needed, to service, fulfill the customers request with accuracy and integrity

Requirements:

• Excellent verbal & written English & German is important
• Target driven and take accountability for your work, whilst working in a fast paced metric driven environment
• Confident and energetic in your approach
• Motivated and committed to serve customers
• Reliable and your team members can count upon you
• Previous experience of relationship management is preferable
• Experience in managing an independent portfolio would be beneficial