Centurion Engagement Specialist

2 weeks ago

Stockholm, Stockholm, Sweden American Express Full time

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.

You have now the possibility to be part of a team that has a full picture of the Centurion Card member journey and that is in the heart of all benefits and truly makes membership come to life every day

Be part of the Centurion journey from start to finish

As a part of the Centurion Engagement Team, you will be in touch with the Card members throughout their Centurion-membership journey.

You are there right from the beginning, welcoming the new members to the world of Centurion, helping them to get up and running with their membership and making sure they don't miss any of the great Centurion benefits.

You will liaise with our Card members in welcome calls, follow up meetings, benefit registrations and by working in different Centurion events. You have a full picture of the customer journey, working closely with colleagues in other teams and service units to improve processes and routines to ensure a seamless Card member experience. By being part of the entire customer journey, you will make sure that the Card member has a positive experience even if downgrading or cancelling their card.

In this role you will be the front face, an ambassador who takes pride in creating loyalty by building personal connections and strong long-term relationships.

Give something unexpected and unforgettable

As a part of our team, you will:

  • Be part of creating a structured and seamless workflow for the Nordic markets.
  • Invite our most valued Card members to the exclusive world of Centurion.
  • Tailor welcome meetings, follow ups and proactive activities based on the customers' needs.
  • Keep up to speed with benefits, such as our local and international events, as well as offers in the Amex Experiences app.
  • Support in administering incoming benefit registrations.
  • Suggest and implement change to improve, both the product and the customer experience.
  • Take part in face-to-face events with the card members.
What will help you to deliver in this role?
  • A passion for building loyalty and long-term customer relationships both through phone, in writing and even face to face.
  • Understanding of the current customer journey and its strengths and weaknesses.
  • Previous experience in customer service, complaint handling process and Lyyti is an advantage.
  • Be creative and fearless.
  • Strong ability to create long term relationships both internal and external.
  • Good listening skills to capture and understand customer, and even colleague needs.
  • Be a team player, stay positive and agile in a constantly changing environment to enable us to win as a team.
  • Have an "outside in" perspective, putting the customer first and challenging the status quo.
  • Enjoy a fast-paced environment, ability to "keep your cool" and know how to prioritize.
  • Strong technical skills and ability to utilize several platforms and tools simultaneously.
Minimum Qualifications:
  • Great communication skills both verbal and in writing – English & Swedish. (Finnish and Norwegian language skills are considered as a big advantage, but not compulsory.)
  • Good listening skills to capture and understand customer, and even colleague needs.
  • Be a team player, stay positive and agile in a constantly changing environment to enable us to win as a team.
  • Strong technical skills and ability to utilize several platforms and tools simultaneously.

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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