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German Speaking Customer Care Professional
Pay Rate: £11.00 per hour
Working Hours: 35 per week, Monday to Friday, 8am to 4pm
American Express is a global service company, providing customers with exceptional access to products and experiences that enrich lives and build business success.
Each day, we make it easier, safer and more rewarding for consumers and businesses to purchase the things they need and for merchants to sell their goods and services, enabling them to do and achieve more.
We're committed to becoming the world's most respected service brand and daily deliver extraordinary service to our customers, constantly reinventing our ways of working to ensure we offer rich rewards that redefine expectations for our clients and ourselves.
As part of Partner and Technical Servicing, the Terminal Enablement Team are responsible for driving card acceptance through the initialisation of Merchant Point of Sale terminals. In order to achieve this, you will be making following internal processes to upload and monitor the status of terminal set up requests. You will also be making outbound calls to troubleshoot terminal issues for existing Merchants
The role has the following key responsibilities:
*Managing daily case inventory to exceed Case Resolution Time targets to benefit both
the business area and the Merchant.
*Managing daily set up requests to ensure data is uploaded and processed in a timely manner. Review and remediate failed requests.
*Preparing for an outbound call by reviewing reported terminal issues, completing terminal status checks on internal platforms and through direct contact with the terminal provider/partner bank.
*Working with the Merchant to perform diagnostics on Terminals in accordance with the steps required for the type of terminal the Merchant owns. The required outcome of these calls is to ensure the Merchant can accept the American Express Card.
*You will also be required to liaise with our Partners/Terminal Owners in order to resolve various issues.
*As well as resolving Technical issues, the successful candidate will be able to reinforce the American Express Premium Value Proposition, enforcing the mutually beneficial relationship with our Merchants, adding value in each interaction by highlighting competitive pricing and speed of pay structure, and ensuring our Merchants understand the value of acceptance. Candidate success will be measured via Voice of the Customer metrics.
*You will also be dealing with escalations from Internal Customers, via calls that have been received into our Telephone Service Centre or via Sales teams.
*Continuous process improvement by identifying and driving down bad demand/increasing initialisation rates.
The successful candidate will need to demonstrate that they have the following essential core skills and proven abilities:
*Ability to utilise multiple tools and technology in a Technical servicing environment
*Strong technical knowledge in a servicing environment
*Excellent communicator at all levels
*Experience in a Servicing/Customer Service environment
*Proven ability to work under pressure to deadlines
*Must be fluent in German, written and spoken
This role may be subject to additional background verification checks
Blue Box Benefits - What's in it for you?
Our state of the art office in the heart of Brighton provides onsite facilities including a restaurant, coffee bar and gym, designed to put your wellbeing first.
At American Express, you will be part of a thriving and engaged culture where employee engagement and satisfaction ratings consistently place us as one of the best big companies to work for in the UK (Glassdoor Best Places to Work, 2017).