Introduction
The purpose of the role is to secure resolution of outstanding balances through direct contact with customers (telephone and email) of American Express. This position will involve dealing with customers in France. Also provide the Team Manager with support to achieve the team’s goals.
What You’ll be Doing
- Manage customer interface, inbound/outbound telephone calls, emails, letters and SMSs
- Meet compliance guidelines and market SLA as instructed by the client
- Respect Data Security rules and legislations and protect customers personal information at all times
- Show discretion and respect confidentiality rules and measures
- Account management
- Obtain and track Payment Promises
- Negotiate payment of arrears
- Follow up and chase Payment Missed
- Take card payments over the phone from card members
- Advise of the consequences of non-payment and use of strategies to avoid blacklisting
- Use knowledge of market specifics to communicate clear and accurate information to card members
- Direct/manage customer requests/instructions, billing disputes or questions, missing payment investigations, customer account changes (name, contact details…), payment or credit allocations, refund eligibility
- Account reconciliations and investigations (through FTIFs or escalation to manager and C&M)
- Translating customer correspondence – using supported languages only
- Timely escalation management (internal & external)
- Ensure Call Quality standards and compliance are met
- Manage Complaints as per client and business procedures
What we are looking for
- Fluent in French (verbal & written)
- Excellent verbal communication (clear, concise and precise speech)
- Excellent written communication (primarily email and account notation)
- Effective listening
- Sufficient mathematical knowledge, required for their particular role
- Sound judgment and decision making
- Good keyboard typing and computer literacy
- High attention to detail
- Ability to multi-task, set priorities
- In depth knowledge of collection techniques.
- Customer service
- Negotiation skills & conflict resolution
- Tenacity and resilience
- Dispute resolution
- Understands the customer, their needs – delivering what’s promised
- Treats customers as valued, respected, important individuals
- Actively supports initiatives to improve sales and reduce costs and waste
- Delivers expected results, meets KPI’s
- Applies procedures to meet necessary regulatory/legal standards
- Minimises risk, seeks information/support when the answer to a decision is not straightforward
What we Offer
- Engage Rewards App, Work From Home, Free Parking on site, Much more
Where you’ll be based
Remote