French-Speaking Global Customer Support Specialist

American Express Company; Madrid; Hybrid; EUR 28,000 - 36,000; Full time

Benefits offered by this job

Competitive base salary

Bonus incentives

Medical insurance

Hybrid/Flexible work

Parental leave

Job summary

American Express in Madrid is seeking a multilingual customer service professional to join Global Servicing. You will handle inquiries across phone, chat, and messaging, build trusted relationships, and help customers select relevant products and services.

This hybrid role offers a 40‑hour week with three days in the office and two at home. Fluency in French and good English are required, with resilience and strong problem‑solving skills to navigate multiple digital systems while delivering

Qualifications

• Fluent in French with excellent verbal and written communication skills in a business environment.
• Good working knowledge of English.
• Passion for delivering exceptional customer service and creating positive customer experiences.
• Proven ability to remain positive, resilient, and composed in challenging situations.
• Strong multitasking skills with the ability to work efficiently across multiple digital systems and tools.
• Excellent interpersonal and communication skills, both verbal and written.
• Confident handling difficult or sensitive customer conversations with professionalism and empathy.
• Strong negotiation, influencing, and decision‑making skills.
• Excellent problem‑solving and critical thinking abilities, with strong analytical skills and attention to detail.
• Ability to work collaboratively as part of a team while contributing to shared business goals.
• Committed to following company policies, procedures, and compliance standards while maintaining high‑quality service.

Responsibilities

• Deliver world‑class customer service by handling customer inquiries through multiple channels, including phone, chat, and mobile messaging.
• Build trusted customer relationships through a consultative approach, understanding current and future needs while providing first‑contact resolution whenever possible.
• Identify opportunities to enhance the customer experience by recommending relevant products and services based on customer needs.
• Meet and exceed performance targets, productivity goals, and compliance requirements.
• Navigate multiple systems, applications, and digital tools simultaneously to efficiently support customers.
• Accurately document customer interactions, including payment details, contact information updates, address changes.
• Prioritize competing tasks and adapt quickly in a constantly changing environment.
• Analyze customer situations, identify root causes, and provide effective, timely solutions while maintaining a high level of customer satisfaction.
• Maintain accuracy and professionalism while managing a high volume of interactions in a fast‑moving and demanding environment.

Skills

Fluent in French

Excellent English

Customer service

Multitasking

Communication

Job description

American Express in Madrid is seeking a multilingual customer service professional to join Global Servicing. You will handle inquiries across phone, chat, and messaging, build trusted relationships, and help customers select relevant products and services.

This hybrid role offers a 40‑hour week with three days in the office and two at home. Fluency in French and good English are required, with resilience and strong problem‑solving skills to navigate multiple digital systems while delivering