Customer care professional with advanced Italian or German and English skills - Credit Balance Refund

Global Servicing (GS) oversees consumer travel and concierge experiences, all card customer service functions for the company’s global consumer, banking, merchant, and commercial customers, as well as the key enablement functions that power our products and services. GS provides the world’s best customer experience every day by building on Amex’s 175-year legacy of service excellence, leveraging new technologies and capabilities to drive transformation, and bringing a human touch to each customer interaction.

How will you make an impact in this role?

As a Customer Care Professional in Back office, your goal will be to provide exceptional Relationship Care on every interaction to drive brand loyalty. American Express Customer Care Professionals deliver extraordinary care by promptly and accurately responding to customer inquiries. Customer Care Professionals strive to make it easy to do business with us, solving customer issues, while celebrating their value to us. You will be responsible for evaluating and analyzing account information and recommending tailored solutions to our customers, reinforcing the benefits of membership by providing relevant offers that deepen customer engagement with our products and services.

Main responsibilities:

• Deliver extraordinary customer care by responding to questions concerning customer accounts in a fast paced, structured customer care environment.

• 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.

• Document necessary account information and offer custom solutions that benefit the customer.

• Deliver extraordinary results measured by customer satisfaction, effectiveness, efficiency and quality

Skills & Qualifications

• Fluency in writing and speaking in advanced Italian or German; English is a must (Excluding)

• This position operates in a Monday - Friday environment and we require availability ranging from 8 AM to 2 PM, sometimes holidays or weekends also. We require flexibility.

• Demonstrated resiliency in a fast-paced metric driven environment with proficient multitasking and navigation in a windows environment.

• Customer service experience with a passion for building customer loyalty through exceptional listening, relationship building, and strong written and verbal communication.

• Demonstrated consultative experience, ability to influence, resourceful.

• Exceptional listening and relationship building skill.

• Creative problem-solving, eager to find customized solutions.

• Experience owning or working in a small business a plus.

• High school diploma or equivalent required.

• Bachelor’s degree preferred - Education benefits available.

• Service vocation to contact customers.

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. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

As part of Team Amex, you’ll experience our 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.