Customer Executive

Global Customers & Private Banks select the American Express International Currency Card product suite because of its renowned reputation for delivering superior and exceptional Customer Service experiences throughout the lifecycle of the relationship. The Customer base is diverse and that in itself brings significant challenges. The base is global, multi-lingual and 70% of the relationships are established with Private Banks where the Relationship Managers become the primary point of contact.

There are highly complex Compliance regulations governing the relationships, whilst the Customer demands absolute privacy and exceptionally high spend levels associated with the accounts requires prudent and yet dynamic risk management to match the Customers life style.

The Customer Executive is tasked with delivering superior experiences and developing relationships with Customers and Private Banks. In joining this team you must be an advocate of Premium Service.

Responsibilities:
· Provide a world class service to card members, through frontline service delivery on a variety of ICC products and processes.
· The major focus of this role is to act as a primary service delivery contact for the International Currency Card Cardmembers using courtesy, tact and sensitivity when handling incoming enquiry calls of a routine nature.
· Building and management of cross-departmental relationships to ensure ICC success.
· Accurately interpret Amex policies and procedures to provide innovative solutions to resolve customer enquiries.
· Delivering outstanding service at every turn is paramount and this is the critical challenge associated with the position.

Skills Required:
· 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.
· Good judgement and flexible decision making skills, ensuring that both the needs of the customer and the business are met, following company policy at all times.
· Problem solving skills.
· Self-learner
· Flexibility to work a rotating shift working Monday - Sunday between the hours of 07:30-20:00