.You Lead The Way.
We've Got Your Back At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways.
Whether we're supporting our customers' financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what's possible — and we're proud to back each other every step of the way.
When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day.
We back our colleagues with the support they need to thrive, professionally and personally.
That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture.
Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.
Role & Responsibilities Meaningful, rewarding work performed with integrity.
Here's just some of what you'll do in this role: Deliver world-class customer service, whilst responding to Merchants inquiries and concerns.
Build meaningful relationships with our Merchants through a consultative approach, understanding their current and future needs, providing first contact resolution and negotiating a positive outcome for the Merchant and American Express.
Meet and exceed quality goals, compliance regulations and productivity targets.
Document necessary information, such as payment details, Merchant change of details, change of address and travel notifications.
Re-prioritize and adapt to an ever-changing environment.
Preferred Skills Unique career journey shaped by your talent and curiosity: Highly proficient in French and English (preferable also Spanish and/or German) with strong verbal and written communication skills especially in a business context.
Demonstrate personal excellence by remaining positive in difficult situations.
Display a passion to serve by delivering outstanding service in every interaction with our Customers.
The ability and resilience to work in a fast-paced and dynamic environment as well as multitask, using multiple systems and digital tools to service our Merchants.
Strong interpersonal, communication, verbal and written skills.
Assertiveness to handle difficult conversations.
Excellent negotiation, influencing and resourcefulness skills.
Critical, analytical and forward thinking with problem-solving skills, and strong attention to detail.
Confidence to work in a virtual environment.
Additional Details Location: Madrid Workplace: Full time.
American Express offers a fantastic and diverse working environment.
High performance is rewarded with target driven incentives.
At American Express' discretion this position may be work from home and adjusted back to "in office" at any time