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Customer Care Professional - 12 Month Contract

American Express - Sydney, NSW

Customer Service & Call Centre
Source: uWorkin


American Express Merchant Servicing Network team provides premium customer service to assist key merchant inquiries and involves building and maintaining relationships with Client Management groups and liaising with all departments relevant to servicing queries received from our strategic merchants.

The successful candidates for the role of Customer Care Professional (12 month contract, view to permanent) will support the Japan Merchant team together with the leaders to demonstrate day to day Operational servicing delivery to solve merchant requests across a variety of servicing needs.

This role predominantly encompasses being the key escalation point for customer fulfillment, back-end processing and email servicing channels and will also provide coaching and training when necessary. As well as a key leadership contact for the servicing team, this position may also require the successful candidate to be a central point of contact for internal customers.

The role requires a level of self-management, thought leadership and accountability to deliver excellence in customer services. They will be expected to proactively identify, pre-empt and help to resolve any servicing issues and/or GMS Client Manager escalations to support excellence is servicing for Japan Merchants.

  • Analytical and problem solving skills,
  • Excellent communication skills – both verbal and written in Japanese and English essentail
  • Flexibility towards working hours,
  • Ability to identify and act on/escalate issues which may impact the Client
  • Excellent time management skills – ability to manage priorities
  • Problem solving and analytical skills
  • Strong interpersonal and networking skills,
  • Strong team player, with abilities to take initiatives
  • Ability to maintain composure under pressure in a demanding environment,
  • Commitment to highest level of customer service,
  • Strong knowledge of PC based software including Web, MS Office and Outlook ,
  • Competent understanding of Company compliance and control guidelines,
  • Flexibility to perform various production tasks to build subject matter expertise, as required by the business,
  • Ability to monitor workflows and to focus and prioritise to ensure targets are met each cycle/month/year.

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

Why American Express?

There’s a difference between having a job and making a difference.

American Express has been making a difference in people’s lives for over 160 years, backing them in moments big and small, granting access, tools, and resources to take on their biggest challenges and reap the greatest rewards.

We’ve also made a difference in the lives of our people, providing a culture of learning and collaboration, and helping them with what they need to succeed and thrive. We have their backs as they grow their skills, conquer new challenges, or even take time to spend with their family or community. And when they’re ready to take on a new career path, we’re right there with them, giving them the guidance and momentum into the best future they envision.

Because we believe that the best way to back our customers is to back our people.

The powerful backing of American Express.
Don’t make a difference without it.
Don’t live life without it.