**Description** **You Lead the Way. We’ve Got Your Back.** With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally. At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong. Join Team Amex and let's lead the way together. Backing our Merchants and Partners is at the heart of our business – and that’s exactly what members of the Global Premium Experience (GPX) Team do. Put on your thinking cap and turn on your best consultative approach to ensure a memorable servicing experience for our Merchants, while being backed by an iconic brand. Whether you’re navigating them through Account Setup or advising on the best way to protect their businesses from Disputes, your work will help us become an essential part to our Merchants’ lives. + 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. **Skills and Qualifications:** + 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. + Fluency in English and German + 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. + Previous merchant experience would be an advantage **Qualifications** We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include: + 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. **Job:** Customer Service **Primary Location:** Spain-Madrid-Madrid **Schedule** Full-time **Req ID:** 24015656