Customer Servicing Representative job description

Providing a world class service for cardmembers, through call handling on a variety of products and processes

 Demonstrates a willingness to understand quantitative and qualitative feedback collated in external survey. Actively owns this feedback to have a positive impact on our external results

Focused on self development. Creates a robust and actionable development plan, partnering with the team leader to ensure that there is continuous improvement in performance. Is accountable for undertaking self managed learning to improve service delivery andunderstanding of the business.

Required Qualifications

Delivering outstanding service at every turn is paramount and this is the critical challenge associated with the position.

Previous experience of a wide range of similar products, processes and skill sets, together with a good working knowledge of Amex systems

A team player, with a proven ability to consistently deliver an outstanding level of service to both our internal and external customers

Excellent interpersonal skills and an ability to deal with difficult customer scenarios, sometimes in escalated situations.

A proven track record of exceeding production and quality targets.

Strong communication skills, both written and oral; with an ability to develop inter-departmental relationships

An ability to prioritise effectively whilst managing multiple tasks, remaining positive in a challenging and dynamic environment

A clear understanding of CSSM Drivers

Problem solving skills

Self-learner and self-sufficient

Flexibility to work in a rotating day time shift pattern between 07:00 and 21:00 which will include some weekend cover