Customer Support Specialist - Chat (French & English Speaker) (26011066)

• Deliver world-class customer service by handling customer inquiries through 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 or Spanish.
• 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 with changing priorities.
• 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.