Customer Service Representative

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.

Every one of our Customer Care Professionals represents the American Express Brand. They take their work personally because they are more than a friendly voice on the phone, they are problem solvers and relationship builders. And the people you will work with, and the customers you will care for, value your passion and unique personality as much as we do.

Global Merchant Operations (GMO) is the operational backbone that enables American Express merchants to do business with confidence, scale, and continuity across our global markets. The team is responsible for delivering reliable, high-quality servicing to merchants that accept American Express, ensuring seamless day-to-day operations while protecting the brand, mitigating risk, and supporting growth.

Customer Care Professionals within the Merchant Servicing UK Team handle customer service inquiries and problems, use computerized systems for tracking information and/or troubleshooting and assess merchant customer needs and suggest/promote alternative products or services.

Join our fantastic team for UK Merchant team.

Based in Hybrid environment, this includes 3 days a week in the office and the option for 2 days working from home. 35 hours per week between Monday to Friday, shifts varying between 8am- 6pm.

We provide in-depth training for this role but to help you be at your best we are looking for applicants with the following skills

• Strong verbal and written communication in English
• Passionate about providing excellent customer service
• Computer literate to an intermediate level
• Organised, diligent, with attentive listening skills.
• Fast paced environment of variety of day-to-day workloads.
• We are seeking someone who is an outstanding multi-tasker with a flexible approach to daily tasks
• A problem-solving mindset.
• You will have previous Customer Service experience, either face to face or over the phone
• The ability and resilience to work in a fast-paced and dynamic environment as well as multitask, using multiple systems and digital tools to service our Merchants.
• Critical, analytical and forward thinking with problem-solving skills, and strong attention to detail.

Employment eligibility to work with American Express in the UK is required as the company will not pursue visa sponsorship for these positions.  

• Your role is to provide excellent levels of service to American Express’ UK Merchants as well as providing internal support.  You will be supporting a range of services by swiftly and accurately responding to phone calls from our customers, making it easy to do business with us, while solving customer issues and celebrating their value to us.
• Build meaningful relationships with our Merchants through a consultative approach, understanding their current and future needs, providing first contact resolution and negotiating a positive outcome for the Merchant and American Express
• Meet and exceed quality goals, compliance regulations and productivity targets.
• Own issues to the point of resolution
• Navigate computer systems and applications to service our Merchants, and enable them to get the most from our online and mobile platforms. 
• Managing a workflow in line with departmental and individual goals and to departmental quality standards
• Phone based role with some admin tasks 
• Re-prioritize and adapt to an ever-changing environment