Customer Care Professional Global & Premium Merchant Experience - Spanish & English speaker

American Express; Madrid; Híbrido; EUR 30.000 - 50.000; Jornada completa

Descripción de la vacante

A global financial services provider in Madrid is seeking individuals to support Premium Merchants, ensuring exceptional customer experiences. The ideal candidate will possess strong critical thinking and communication skills, with a flexible approach to work based on business needs. The role offers competitive salaries, bonus incentives, and comprehensive benefits for holistic well-being.

Servicios

Competitive base salaries

Bonus incentives

Comprehensive medical, dental, vision, life insurance

Flexible working model

Generous paid parental leave

Access to wellness centers

Career development opportunities

Formación

• Strong growth mindset for career ownership.
• Excellent verbal and written communication skills.
• Ability to identify and resolve recurring problems.

Responsabilidades

• Support the servicing needs of Premium Merchants.
• Flexibly work across customer segments and processes.
• Build relationships to ensure best-in-class customer experience.

Conocimientos

Critical thinking

Time management

Analytical skills

Relationship building

Problem-solving

Descripción del empleo

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you’ll experience this powerful backing with comprehensive support for your holistic well‑being and many opportunities to learn new skills, develop as a leader, and grow your career.

Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

Backing our Merchants and Partners is at the heart of our business – and that’s exactly what members of the Global Premium Experience (GPX) Team do. Put on your thinking cap and turn on your best consultative approach to ensure a memorable servicing experience for our Merchants, while being backed by an iconic brand. Whether you’re navigating them through Account Setup or advising on the best way to protect their businesses from Disputes, your work will help us become an essential part to our Merchants’ lives.

How will you make an impact in this role?

• Support the servicing needs of our Premium Merchant, Multi‑Currency, and Third‑Party Partner segments across the globe
• Support non‑production functions as needed to help the team maintain optimal service levels
• Able to flex across the above‑mentioned customer segments, processes and work any schedule to support business needs
• Service across multiple channels including phone (inbound and outbound), e‑mail and live chat
• Think out of the box and resolve merchant and internal partner enquiries/issues to ensure speedy resolution with minimal impact to Merchant experience
• Anticipate customer needs and take proactive steps to meet and resolve them
• Close the loop efficiently with Merchants and internal partners to promote the AMEX brand
• Build and maintain a synergic relationship with different lines of businesses within American Express to ensure best‑in‑class and consistent customer experience across all touchpoints
• Proactively identify opportunities to drive improvements in customer experience and reduce recurring incidents by providing lasting solutions
• Ability to operate with a high degree of agility and has a passion for learning new things
• Supporting centralized client managed merchants

Minimum Qualifications:

• Strong growth mindset with the ability to take ownership of your own career
• Must embody the American Express vision to provide the world’s best customer experience every day
• Excellent critical thinking, time management and analytical skills required
• Excellent verbal and written communication & relationship building skills
• Experience around creating and reporting process related metrics
• High attention to detail with an agile problem‑solving mindset
• Must have the ability to be pro‑active and conduct root cause analysis for recurring problems
• Ability to manage your own work but also be a strong team player
• Highly accountable and motivated
• Flexible to work any schedule based on business need

Non‑considerations for sponsorship:

Employment eligibility to work with American Express in Spain is required as the company will not pursue visa sponsorship for these positions.

Considerations for sponsorship:

Depending on factors such as business unit requirements, the nature of the position, cost and applicable laws, American Express may provide visa sponsorship for certain positions.

We back you with benefits that support your holistic well‑being so you can be and deliver your best. This means caring for you and your loved ones’ physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• 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.