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.
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.
Responsibilities- 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.
- Drive results by consistently achieving and exceeding performance targets, quality standards, 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, and travel notifications.
- Prioritize competing tasks and adapt quickly in a constantly changing, high-paced 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.
- Collaborate effectively with colleagues and contribute to a positive team culture while supporting shared business objectives.
- 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.
- Comfortable working in a fast-paced, high-pressure environment.
- 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.
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.
At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.
As part of Team Amex, you’ll experience our powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.
About the TeamWe back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:
- 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.
Skills Required
- Fluent in French with excellent verbal and written business communication
- Good working knowledge of English
- Experience handling customer inquiries across phone, chat, and mobile messaging
- Proven ability to remain positive, resilient, and composed in challenging situations
- Comfortable working in a fast-paced, high-pressure environment
- Strong multitasking skills across multiple digital systems and tools
- Excellent interpersonal, negotiation, influencing, and decision-making skills
- Excellent problem-solving, analytical skills, and attention to detail
- Ability to work collaboratively as part of a team
- Committed to following company policies, procedures, and compliance standards
- Employment eligibility to work with American Express in Spain (no visa sponsorship)
- Successful completion of a background verification check
American Express Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about American Express and has not been reviewed or approved by American Express.
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Healthcare Strength — Pay is often viewed as attractive when combined with comprehensive health, dental, and vision coverage that supports day-to-day needs. The benefits package is also framed as especially helpful for those supporting dependents.
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Retirement Support — Retirement benefits are positioned as a meaningful part of total rewards through a 401(k) plan with company matching. Financial wellness services and coaching are also highlighted as strengthening longer-term financial security.
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Leave & Time Off Breadth — Paid time off is repeatedly characterized as generous and a valued component of the overall package. Time off and flexibility are presented as helping the total rewards feel more complete beyond base salary.
American Express Insights
What We Do
At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly striving to uphold our powerful backing promise to our customers and each other every day. These beliefs have been our North Star for 170 years as our business transformed – from helping evacuate travelers during World Wars, to ensuring the safety of our customers’ funds during the Great Depression in the U.S., to creating the Shop Small® movement to help small businesses recover from the Financial Crisis, to providing aid to communities impacted by many natural disasters and so much more. For generations, the key to our success has been the determination and resilience of our American Express colleagues. Now, as a globally integrated payments company, we work together to provide customers with access to products, insights and world-class experiences that enrich lives and build business success. Join us and let’s lead the way together.
