Customer Care Professional – Customer Engagement Network (Dutch / French / English)

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.

Go above and beyond at a company that sets the standard for customer-first service.

How will you make an impact in this role?

Do you have the passion to deliver world class customer experiences every day?

American Express are looking for Customer Care Professionals to join their Customer Service team in Belgium.

The proposed work regime will be hybrid including 3 days per week in the office in Brussels and 2 days per week working from home in Belgium in the first year. After 1 year it can be 2 days in the office and 3 days from home.

The incumbent will work 38 hours per week in shifts ranging from Monday to Friday 08h00 till 18h00.

Our mission at American Express is to deliver a world class customer experience every day. We are advocates for our customers, designing creative solutions to meet their needs, and aiming to make a meaningful difference in their lives. As a Customer Care Professional, you will be a part of the team within our Customer Service team (also known as Customer Engagement Network) which develops lasting relationships with our Card Members.

Here’s just some of what you’ll do in this role

• Deliver extraordinary care on inbound calls to a wide range of American Express customers with a variety of requests
• Help propel your team to success
• Build meaningful relationships through consultative questioning to ensure added value for the customer
• Offer custom solutions and negotiate a positive outcome for the customer and American Express, aiming for first call resolution when possible
• Meet and exceed quality goals, compliance regulations and productivity targets
• Document necessary information
• Re-prioritize to adapt to the ever-changing environment

In return, as a talented and capable professional we will

• Offer opportunities for your professional growth and advancement
• Provide recognition and reward when you drive and deliver exceptional results
• Respect and value you for your diversity, integrity, and teamwork

Minimum Qualifications

• Demonstrate personal excellence by remaining positive in difficult situations
• Strong verbal communication skills in French, Dutch, and English
• Display a passion to serve by delivering extraordinary service in every interaction with our customers
• The ability to work in a fast-paced environment as well as multitask and re-prioritize on a regular basis
• Strong interpersonal, communication and listening skills
• Excellent negotiation and influencing skills
• Highly resourceful
• Strong analytical and problem-solving skills with great attention to detail
• Outstanding organizational skills
• Ability to work in shifts
• Team player who demonstrates self-motivation & ability to work under pressure and unsupervised
• Knowledge of Microsoft Office suite (Excel, Word, Outlook,)
• Pro-actively seeks opportunities for improvement and streamline processes
• Building & leveraging relationships internally and externally
• Cross Functional skills within the team
• Highly self-motivated, results-oriented, and positive
• Good writing skills in French or Dutch are a plus and can lead to development opportunities as back up of the Complaints department

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.

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