Customer Care Professional

hace 3 semanas

Madrid, España Amex A tiempo completo

**You Lead The Way. We’ve Got Your Back**

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 redefining what’s possible — and we’re proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day. We back our colleagues with the support they need to thrive, professionally and personally. That’s why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

As a new member of our team, you will work from the office for a few months until certain performance standards are met. During this time, your learning will be enriched by meeting other colleagues and leaders, and having the opportunity to sit side-by-side and learn from your peers. There may also be occasions during this time where you have the opportunity to work some days from home.

Global Fraud Protection Services

Go above and beyond at a company that sets the standard for customer-first service.

As a brand built on going above and beyond to provide the best customer experience, having the most exceptional colleagues is paramount. As the face of the company, you can create positive interactions with our customers every day - from curating a unique travel or lifestyle experience to helping them with their everyday needs. And, you can grow your skills through industry-leading training and ongoing coaching, all while learning what it means to continually set the standard for world class, customer-first service.

**Role & Responsibilities**:
Meaningful, rewarding work performed with integrity

Here’s just some of what you’ll do in this role:

- Deliver world-class customer service, whilst identify possible fraudulent activities and minimize the potential loss to American Express by gathering and analyzing pertinent data to determine the appropriate course of action
- Investigate allegations of fraud, counselling fraud victims and/or possible fraud victims, performing identity restoration duties and victim case management
- Offer custom solutions and negotiate a positive outcome for the customer and American Express
- Keep pace with the everchanging world of fraud, identify new trends and develop continuous process improvements
- Work closely with Merchants and Partners in processing Authorization requests
- Support your colleagues from other European markets during Out of Hours Servicing
- Meet and exceed quality goals, compliance regulations and productivity targets

**Skills & Qualifications**:

- Experience in a customer facing role or a contact center environment.
- Unique career journey shaped by your talent and curiosity
- Highly proficient in German, with strong verbal and written communication skills especially in a business context
- High level of English, preferred
- Demonstrate personal excellence and resiliency by remaining positive and calm in difficult situations
- Demonstrate a passion to serve by delivering outstanding service in every interaction with our Customers
- The ability to make good, sound judgements in a fast-paced environment as well as multitask and re-prioritize on a regular basis
- Strong interpersonal and listening skills
- Assertiveness to handle difficult conversations
- Excellent negotiation, influencing and resourcefulness skills
- Analytical and problem-solving skills with strong attention to detail
- Navigate multiple systems and digital tools to service our Customers
- Confidence to work in a virtual environment.

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