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Customer Support Specialist – Voice & Chat - Italian & English Speaker

Hybrid in Madrid·Full-time·Added today (last checked 10 Nov)

American Express

9 open roles

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Our summary

Work mode: Hybrid, Madrid
Contract: Full-time
English: Required
Other languages: Italian

Visa options

The ad doesn’t mention sponsorship
Not a refusal, but not a yes. Worth asking in your first message.

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Skills

Payments

Requirements

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.

The role

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.

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.

We 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
Flexible work arrangements and schedules with hybrid and virtual options with Amex Flex
Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
Free and confidential counselling 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.

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