You Lead The Way. We've Got Your BackAt 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 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. As a new member of our team, you will work from the office for a few months until certain performance standards are met. During this time, your learning will be enriched by meeting other colleagues and leaders and having the opportunity to sit side-by-side and learn from your peers. There may also be occasions during this time where you have the opportunity to work some days from home.Role & Responsibilities:Deliver world-class customer service, whilst responding to our Commercial Customers inquiries and concerns.Build meaningful relationships with our Customers through a consultative approach, understanding their current and future needs, providing first contact resolution and negotiating a positive outcome for the Customer and American Express.Meet and exceed quality goals, compliance regulations and productivity targets.Document necessary information, such as payment details, Customers change of details, change of address and travel notifications.Re-prioritize and adapt to an ever-changing environment.Qualifications:Highly proficient in Spanish and English, 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 Customers.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#J-18808-Ljbffr
