Customer Care Professional Premium Merchant - Spanish & English speaker

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.

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

• Highly proficient in Spanish and English, with strong verbal and written communication skills especially in a business context.

• 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

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