Job Description

Job Description

Work Location Options:

Hybrid

You’ll do more than the expected. You’ll do the unexpected.

American Express is a global service company, committed to becoming the world’s most respected service brand and deliver extraordinary service to our customers on a daily basis.

Being part of the Welcome To American Express Team within Merchant Servicing Network is an exciting opportunity as you will add value to our brand by welcoming our new UK merchants and ensuring they are able to transact with American Express.

You will be an essential part for our strategy to improve coverage across the UK and deliver exceptional customer service and be responsible for performing outbound welcome calls to new merchants.

Making sure that we have captured all the vital information during the onboarding process, advising our merchant customers of the tools and marketing campaign American Express offers to support their businesses and supports the activation of their terminals.

You will be the very first interaction for merchant with MSN, and we want to make sure that we provide the best experience to our customers.

Key responsibilities:

Managing a workflow in line with departmental and individual goals and to departmental quality standards.
Delivering outstanding service in every interaction and leaving a lasting positive impression by utilizing our Customer First servicing ethos.
Outbound calling to recently acquired merchant to check that they are promoting Amex acceptance.
Support terminal activation by performing a terminal test or advising merchant on activation steps.
Proactively offer merchant customers a better experience, e.g. drive to digital, campaign awareness etc.
Suggest new ways to improve processes and customer care.
Represent the MSN brand by welcoming and providing outstanding customer service.

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

What you'll need to thrive:

Merchant/Customer servicing experience preferred 
Excellent communication skills
Proactive approach and can-do attitude
Ability to handle objections and promote customer first ethos
Highly organized
Personal pride in driving results and achieving daily targets
Proficient in English - Have excellent verbal & written communication skills
Ability to work in a fast-paced metric driven environment with proficient multitasking skills
Reliability - Your team members can count upon you
Capacity to thrive under New Way Of Working