Merchants Customer Service Representative - French & English Speaker

American Express; Madrid; Híbrido; EUR 26.000 - 34.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive salary

Bonus incentives

Healthcare

Career development

Descripción de la vacante

American Express in Madrid invites applications for a Merchants Customer Service role within Global Servicing. You will deliver world-class service to merchants, understand their needs, and negotiate favorable outcomes while using online and mobile platforms.

This role emphasizes building relationships and achieving quality and productivity targets. Candidates must be highly proficient in French and English, with excellent communication, resilience in a fast-paced environment, and strong

Formación

• Highly proficient in French and English, with strong business communication.
• Ability to work in fast-paced, dynamic environment and multitask across systems.
• Excellent negotiation, influencing and problem-solving skills.
• Strong interpersonal and written communication skills.
• Resilience to handle difficult conversations.

Responsabilidades

• Deliver world-class customer service to Merchants.
• Build relationships with Merchants, understand needs and negotiate outcomes.
• Meet quality, compliance and productivity targets.
• Navigate systems to service Merchants on online and mobile platforms.
• Document payment details and changes.
• Adapt to changing environment.

Conocimientos

French

English

Customer service

Communication

Negotiation

Descripción del empleo

Job Description

Global Servicing (GS) oversees consumer travel and concierge experiences, all card customer service functions for the company’s global consumer, banking, merchant, and commercial customers, as well as the key enablement functions that power our products and services. GS provides the world’s best customer experience every day by building on Amex’s 175-year legacy of service excellence, leveraging new technologies and capabilities to drive transformation, and bringing a human touch to each customer interaction.

Job Description

Global Servicing (GS) oversees consumer travel and concierge experiences, all card customer service functions for the company’s global consumer, banking, merchant, and commercial customers, as well as the key enablement functions that power our products and services. GS provides the world’s best customer experience every day by building on Amex’s 175-year legacy of service excellence, leveraging new technologies and capabilities to drive transformation, and bringing a human touch to each customer interaction.

Go above and beyond at a company that sets the standard for customer-first service.

As a brand built on going above and beyond to provide the best customer experience, having the most exceptional colleagues is paramount. As the face of the company, you can create positive interactions with our merchants every day–from curating a unique travel or lifestyle experience to helping them with their everyday needs. And, you can grow your skills through industry-leading training and ongoing coaching, all while learning what it means to continually set the standard for world class, customer-first service. Find your place in service on #TeamAmex.

Responsibilities

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.
• Navigate computer systems and applications to service our Merchants, and enable them to get the most from our online and mobile platforms.
• 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.

Qualifications

Minimum Qualifications:

• Highly proficient in French 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 Merchants.
• 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.

Preferred Qualifications

• Experience in a customer facing role or a phone contact center environment

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

About Us

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. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

As part of Team Amex, you’ll experience our 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.

About The Team

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.