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Customer Support Specialist - French Speaker

Hybrid in Madrid·Added today (last checked 29 Oct)

American Express

12 open roles

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Our summary

Hours: Rotating shifts · Includes weekends
Work mode: Hybrid, Madrid
English: Required
Other languages: French

Visa options

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The advert says visa sponsorship isn’t available for this role.

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Skills

Requirements

What we're looking for

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.
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.

Pay & benefits

Visa & relocation

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

The role

What you'll do

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.
Meet and exceed performance targets, 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.
Prioritize competing tasks and adapt quickly in a constantly changing 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.

How you'll work

Working Schedule:
The role is based on a 40-hour working week, with rotating shifts scheduled Monday through Sunday within operating hours of 8:00 AM to 12:00 AM. The working model is hybrid, with three days in the office and two days working from home each week.

About American Express

American Express is a globally integrated payments company offering charge and credit cards, travel-related services, and banking products to consumers and businesses. Founded in 1850, it is one of the world's most recognizable financial services brands, operating in over 130 countries and employing tens of thousands of people worldwide. The company's core business spans card issuance, merchant acquisition, and network services, making it a leader in the global payments industry.

In Spain, American Express has a significant presence, primarily through its offices in Madrid, which serve as a hub for customer service, compliance, and risk management roles supporting both Spanish and international markets. The company is known for its strong corporate culture, emphasis on customer service excellence, and commitment to employee development. For international professionals, American Express in Spain offers opportunities to work in a multicultural environment, often requiring multilingual skills (e.g., French, German, English), and provides a pathway to build a career in a globally recognized financial institution.

Industry: Financial Services
Founded: 1850
Employees: 50,000–100,000
Headquarters: New York, USA
In Spain: Madrid

Good to know if you are moving

American Express has a large multilingual customer service and compliance hub in Madrid, with roles requiring French, German, and English, making it a good fit for international candidates.
The company offers a comprehensive relocation package for eligible roles, including visa sponsorship and support for international hires.
American Express is known for its strong corporate culture, with a focus on diversity, inclusion, and employee well-being, and has been consistently ranked as a great place to work.
Working at American Express in Spain provides exposure to global financial operations and the opportunity to work with colleagues across Europe and the world.
The company offers competitive benefits, including health insurance, pension plans, and opportunities for career advancement within its global network.

All open roles at American Express