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.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!
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