Customer Care Professional Mission of 12 month
American Express Brussels - Watermael-Boitsfort Full Time - Contract of 12 months

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Job description

The Customer Care Professional has a good understanding of our products and services for the specific area he/she works in. He/she needs to be experienced in a usage of our main frame customer databases and needs to understand all product features and benefits. The candidate will support 2 departments : Maintenance & Card Benefits AND Corporate & BTA Maintenance & Card Benefits :
  • Handling internal and external customer and partner queries submitted by letter, email and mainframe customer databases and providing advise in a customer focused manner.
  • Handling all administration with regards to maintenance of the customer profiles and setup.
  • Ensuring that all customer contacts and requested changes to the profiles are documented in a complete and accurate way.
  • Handling questions and administration with regard to the loyalty programme.
  • Working within existing policies and procedures.
  • Recognizing when to escalate and ask for support from team leader or senior colleague.
  • Supporting on-boarding of new colleagues by explaining the details of the job in a clear and accurate way.
  • Working in a disciplined way with a high level of accuracy.
  • Be trusted to respect confidentiality with regard to all customer data.
Corporate & BTA :  
  • Ensuring customer satisfaction, by delivery excellent service to our internal and external customers including corporate contact persons and travel agencies.
  • Handling all queries from internal and external customers including corporate customers (program administrators) and travel agencies using the BTA product.
  • Maintenance of the customer profile and all administration around it including card applications.
  • Controlling outstanding credit balances on corporate accounts.
  • Handling debt collection on BTA accounts and control/review credit worthiness in line with risk procedure.
  • Ensure correct reporting is produced and reworked for operational purposes.
  • Investigating payments to ensure they get allocated to the right accounts to be processed in a correct way.
  • Understanding and working with basic instructions, information and procedures required in order to perform the job.
  • Explaining the details of the job in a clear, concise and accurate way to support new hires on materials available.
  • Respecting confidentiality with regards to all data.
  He/She works under the supervision of a team leader.    

Your profile

  • few or no precedent product knowledge is required, the function can be executed autonomously within a well-defined framework of policies and procedures with a minimum level of experience and education complemented with internal training.
  • understand and correctly interpret known data within well-defined procedures.
  • execute the tasks in a systematic way within a clear task description.
  • transfer own knowledge and transfer way of working in a formal and informal way.
  • answer correctly and in a structured way all received questions from customers and partners according to set rules and procedures. Able to correctly report on data and incidents.
  • treat others fair, respect confidentiality and approach others in an honest way.
  • able to adapt and change priorities.
 
  • The function requires a knowledge that is at least equivalent to a secundary degree (or equivalent experience).
  • Dutch - French - English : Experienced (written & oral) 
  • MS Office - Experienced
  • Proprietary IT platforms
  • Job specific IT systems

What we offer

  • job in a growth environment : American Express
  • A friendly working environment within the financial sector.
  • An attractive remuneration package with fringe benefits.
  • An ambitious and dynamic team that invests in growth, development and expansion.
  • We place great importance on doing what is right, what is best and what is innovative.
  • A career with variety, room for ideas and initiative.