Customer Support Specialist - French Speaker
Employer not yet confirmed · Madrid, Spain · hybrid
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.
At American Express, we know that with the right backing, people and businesses have the power to achieve incredible progress. Whether we're supporting our customers' financial decisions, helping merchants grow their businesses, or enabling people to explore the world, our colleagues continuously redefine what's possible.
As part of #TeamAmex, you'll join a diverse community of over 60,000 colleagues committed to delivering an exceptional customer experience every day. As the face of American Express, you will build meaningful relationships with customers while providing world-class service across multiple communication channels. You'll also benefit from industry-leading training, continuous coaching, and opportunities to develop your career in a collaborative and inclusive environment.
This role is suited to individuals who thrive in a high-paced, demanding environment, enjoy working across multiple digital tools and systems, and are passionate about problem-solving and delivering positive outcomes for customers.
- 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.
- 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.
Working Schedule:
The role is based on a 40-hour working week, with rotating shifts scheduled Monday through Sunday within operating hours of 8:00 AM to 12:00 AM. The working model is hybrid, with three days in the office and two days working from home each week.
Employment eligibility to work with American Express in Spain (or European Union) is required as the company will not pursue visa sponsorship for these positions.