Internal Communications Specialist – Hybrid in Sydney

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:

• 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

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.

As a brand built on going above and beyond to provide the best customer experience, having the most outstanding colleagues is paramount. As the face of the company, you can build positive interactions with our card members every day–from curating an exclusive travel or lifestyle experience to helping them with their everyday needs. You can grow your skills through industry-leading training and ongoing mentorship, all while learning what it means to continually set the standard for world class, customer-first service.

About The Role: The Customer Relations reports to the Travel & Lifestyle Services (TLS) Customer Relations Team Leader and is responsible for the handling of sophisticated customer complaints within TLS ANZ, including those received from other business units (BU) and external sources. The role requires mandatory alignment with, and reinforcement of, all internal compliance and external regulator policies, to accurately identify, collect, investigate and resolve complaints per required service level agreements (SLA's). The goal is to rebuild trust, confidence and brand loyalty with our customers, ensuring repeat engagement with TLS and American Express.

Duties: In this role, you will gain valuable exposure and the chance to collaborate with influential leaders throughout ANZ. Elevate your customer service career by honing unique skills and growing your network. Collaborating seamlessly with all business units, the customer relations role ensures a comprehensive engagement with card members and various products, providing you with a complete understanding of the business. Moreover, you'll have the opportunity to work with external vendors and serve as a point of contact for critical issues, further enriching your experience and expertise in the field.

Skills & Experience: You will be an experienced Travel Consultant with knowledge of external regulators and basic consumer law. The role demands a high degree of empathy, attention to detail, including:

• Demonstrate proficiency to handle intricate customer complaints in current role.
• Excellent verbal and written communication ability.
• Strong collaboration, influencing and relationship building skills.
• Strong analytical and problem-solving ability.
• Detailed organisational and time management skills.