You Lead the Way. We’ve Got Your Back.
With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.
At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.
Join Team Amex and let's lead the way together.
As a Team Leader for France within the Merchant Servicing Network, the servicing center for American Express Merchants, you will be leading a Team of Customer Care Professionals to deliver an outstanding servicing experience for our Merchants in France.
You will focus on meeting and exceeding customer expectations and delivering a service experience for American Express customers that serves to differentiate our products and our brand, in the marketplace.
You will achieve this by understanding & anticipating customer needs and proactively suggesting opportunities for improving customer service. Through effective resource planning, ongoing analysis of performance data and establishing action plans, you will create a winning team.
The ideal candidate for this position understands that supporting their colleagues is the most critical role they perform. To achieve this, they are open and approachable, engage with colleagues individually to understand how to most effectively coach and motivate them and invest time in developing their team. They build a work environment in which colleagues are engaged and feel a positive sense of achievement about their role in delivering outstanding customer service.
How you will make an impact in this role?
- Managing and developing a team of Customer Care Professionals through 1:1 coaching, meaningful development conversations and performance management.
- Delivering on key metrics.
- Building a diverse and engaged team.
- Inspiring the team to deliver exceptional service, with a clear focus on Winning as a Team and ensuring the highest customer service standards & customer satisfaction at every point.
- Building strong relationships with operations' stakeholders & partners
Qualifications:
- Fluent in French and English
- Proven ability to coach individuals and maximise their potential.
- Positive communicator who understands, when necessary, how to have tough conversations.
- Understanding of key Merchant priorities and how to get positive results - delivering on success through effective management.
- Positive, consistent, and engaged approach at all times.
- Excellent inter-personal and decision-making skills are a prerequisite for the position along with the ability to understand the needs of the customers.
- Ability to help CCPs understand what winning looks like and supporting them to win & develop.
- Leadership experience, preferably in customer service operations.
Do you have a natural and authentic passion for role modelling excellence and sharing your knowledge with others? If so, we would love to see your application!
We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:
- Competitive base salaries
- Bonus incentives
- Support for financial-well-being and retirement
- Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
- Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
- Generous paid parental leave policies (depending on your location)
- Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
- Free and confidential counseling support through our Healthy Minds program
- Career development and training opportunities
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
