Job Information
American Express Customer Engagement Network - Future Needs - Trilingual French/Dutch/English Language in Belgium, Belgium
Description
You Lead the Way. We’ve Got Your Back.
With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and varied community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career that’s unique and significant to you with benefits, programs, and flexibility that support you personally and professionally.
At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, aspiring to uphold our powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.
It is integral part of our values to always chip in to Doing the Right Thing, prioritizing regulatory requirements and customers’ protection: join the ECR Team and you will be able to concretely chip in to our success in these priorities!
The role implies equal opportunities, also in terms of flexibility in working time, within a Hybrid working environment.
How will you make an impact in this role?
ECR Representatives are responsible for the prompt and accurate response to complaints and customer concerns, while ensuring compliance with legal, regulatory, and local complaint handling program requirements. ECR Representatives are required to effectively research and resolve complex complaints by using relationships across multiple areas of the business and using ECR complaint handling processes and procedures.
Effectively research and resolve complex customer complaints
Prompt and accurate response to customer issues and complaints received, adhering to regulatory timelines
Identify systematic and procedural breakdowns within the customer journey to drive improvements
Accurately fulfill Privacy Access requests
Qualifications
A strong ability to make sound business decisions and analyze complex card member issues
Excellent communication skills, both verbal and written
Strong relationship management and interpersonal skills
Strong sense and display of urgency whilst also knowing when to raise
Prior experience within one or more of the following servicing areas: Customer Engagement Network, Commercial Servicing Network, Customer Fulfillment Network, Membership Rewards or Global Credit Network.
Knowledge of products and services across one or more of the following: Consumer, Small Business or Corporate
Appropriately handles sensitive information with confidentiality.
Proficiency with Excel, PowerPoint, and Outlook
Consistently demonstrates a positive attitude
Qualifications
We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:
Competitive base salaries
Bonus incentives
Support for financial-well-being and retirement
Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
Generous paid parental leave policies (depending on your location)
Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
Free and confidential counseling support through our Healthy Minds program
Career development and training opportunities
At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day.
And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
Job: Customer Service
Primary Location: Belgium-Belgium-Brussels
Schedule Full-time
Req ID: 24000544