Customer Support Specialist – Voice & Chat - Italian & 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. 

As a representative of American Express, you will create positive, meaningful customer interactions, from providing personalized travel and lifestyle support to addressing everyday needs. Industry-leading training and ongoing coaching will help you develop your skills and consistently deliver the world-class service our customers expect.

• Location: Madrid

• Employment: Full-time, with flexibility to work shifts.

• Working environment: American Express offers an exceptional, diverse workplace, with targeted incentives that recognize high performance.

• Hybrid working: This role follows a hybrid working model, combining on-site and remote work.

We treat all candidates the same way we treat our colleagues: with respect. American Express is an equal opportunity employer. Diversity and inclusion are fundamental values for us. You will be treated fairly throughout our recruitment process and considered for a potential career at American Express regardless of race, colour, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

Deliver meaningful customer support with professionalism and integrity.

In this role, you will:

• Deliver world-class customer service across phone, chat and mobile messaging channels, managing customer conversations and resolving enquiries and concerns.

• Build lasting customer relationships through a consultative approach: understand current and future needs, aim to resolve enquiries at first contact, and negotiate positive outcomes for both the customer and American Express.

• Enhance the Card Member experience by identifying opportunities to offer additional products aligned with individual customer needs.

• Meet and exceed quality and productivity targets while complying with applicable regulatory requirements.

• Navigate internal systems and applications efficiently to support customers and help them make the most of online and mobile platforms.

• Accurately record payment details, customer information updates, address changes and travel notifications.

• Adapt to changing priorities and reprioritize tasks effectively in a dynamic environment.

Bring your talent, curiosity and commitment to exceptional customer service.

• Excellent command of Italian, with strong verbal and written communication skills in a professional environment.

• A commitment to personal excellence and a positive, constructive approach to challenging situations.

• A genuine passion for customer service and a commitment to delivering exceptional support in every interaction.

• Resilience and the ability to manage multiple tasks, systems and digital tools in a fast-paced environment.

• Strong interpersonal skills and the ability to communicate clearly and effectively, both verbally and in writing.

• The confidence and assertiveness to handle difficult conversations professionally and effectively.

• Excellent negotiation and influencing skills, supported by a resourceful approach.

• A collaborative mindset and the ability to work effectively with colleagues across the organisation.

• Strong critical thinking, analytical and problem-solving skills, with close attention to detail and adherence to company policies and procedures.

• The ability to work effectively in a virtual environment.

• A high school diploma or university degree.

• Advanced proficiency in English.

• Knowledge of additional European languages is an asset.

Non-considerations for sponsorship:  

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