Customer Care Professional Premium Merchant - Spanish & English speaker

American Express
Madrid
Workplace: HybridFull timeFunction: Administration & Executive AssistanceSkills: ["Critical thinking","Time management","Analytical skills","Communication","Relationship building"]

Support premium merchants and partner segments across multiple channels (phone, email, and live chat), resolving merchant and internal partner inquiries with minimal impact to the customer experience. Flex across segments and schedules to maintain optimal service levels, anticipate customer needs, and close the loop efficiently. Identify improvement opportunities, reduce recurring incidents with root-cause analysis, and use process metrics to drive lasting customer experience enhancements.

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American Express
American Express
4 days ago

Customer Care Professional Premium Merchant - Spanish & English speaker

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Source: Company careers pageValidated by: Fursa AI
Last checked: 17 hours agoStatus: Live

Job Summary

Support premium merchants and partner segments across multiple channels (phone, email, and live chat), resolving merchant and internal partner inquiries with minimal impact to the customer experience. Flex across segments and schedules to maintain optimal service levels, anticipate customer needs, and close the loop efficiently. Identify improvement opportunities, reduce recurring incidents with root-cause analysis, and use process metrics to drive lasting customer experience enhancements.
Location: Madrid
Workplace: Hybrid
Employment Type: Full time
Job Function: Administration & Executive Assistance

Key Responsibilities

  • •Support servicing needs of premium merchant, multi-currency, and third-party partner segments across the globe.
  • •Maintain optimal service levels, including non-production functions as needed and flexibility across customer segments, processes, and schedules.
  • •Service customers across phone (inbound and outbound), email, and live chat.
  • •Resolve merchant and internal partner inquiries/issues, anticipate customer needs, and close the loop efficiently to promote the AMEX brand.
  • •Proactively identify opportunities to improve customer experience and reduce recurring incidents using root cause analysis and metrics-driven insights.

Pay and Benefits

Perks:Health InsuranceDentalVisionLife InsuranceDisability InsuranceRetirementPaid LeaveHybrid Work

Key Requirements

  • •Highly proficient in Spanish and English with strong verbal and written communication skills in a business context.
  • •Proactive mindset to anticipate customer needs and take ownership for resolving issues.
  • •Ability to conduct root cause analysis for recurring problems and provide lasting solutions.
  • •Excellent critical thinking, time management, and analytical skills, including attention to detail.
  • •Experience creating and reporting process-related metrics.
Skills:Critical thinkingTime managementAnalytical skillsCommunicationRelationship building
Languages:SpanishEnglish

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

American Express
Provides global payment, credit, and travel-related financial services for consumers and businesses. Best known for its charge and credit cards, merchant payment network, and premium customer rewards and servicing.
Industry: Payments
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: New York City, United States
Founded: 1850
WebsiteLinkedIn