Global Customer Experience Expert

hace 3 semanas

Madrid, Madrid, España Amex A tiempo completo
Global Premium Customer Experience Professional - German Speaker

We're seeking a highly skilled Global Premium Customer Experience Professional to join our team. As a key member of our Global Premium Experience (GPX) Team, you'll play a critical role in delivering exceptional customer experiences to our premium merchants across the globe.

Key Responsibilities:
  • Support the servicing needs of our premium merchants, multi-currency, and third-party partner segments across the globe.
  • Provide expert-level support for non-production functions to help the team maintain optimal service levels.
  • Flex across customer segments, processes, and work schedules to support business needs.
  • Service across multiple channels, including phone, email, and live chat.
  • Think critically and resolve merchant and internal partner enquiries/issues to ensure speedy resolution with minimal impact to merchant experience.
  • Anticipate customer needs and take proactive steps to meet and resolve them.
  • Close the loop efficiently with merchants and internal partners to promote the AMEX brand.
  • Build and maintain synergic relationships with different lines of businesses within American Express to ensure best-in-class and consistent customer experience across all touchpoints.
  • Proactively identify opportunities to drive improvements in customer experience and reduce recurring incidents by providing lasting solutions.
Requirements:
  • Strong growth mindset with the ability to take ownership of your own career.
  • Fluency in English and German.
  • Excellent critical thinking, time management, and analytical skills.
  • Excellent verbal and written communication relationship building skills.
  • Experience around creating and reporting process-related metrics.
  • High attention to detail with an agile problem-solving mindset.
  • Ability to be proactive and conduct root cause analysis for recurring problems.
  • Ability to manage your own work but also be a strong team player.
  • Highly accountable and motivated.
  • Flexible to work any schedule based on business need.

We offer a range of benefits and programs that support the holistic well-being of our colleagues and their loved ones, including support for financial well-being and retirement, comprehensive medical, dental, vision, life insurance, and disability benefits, flexible working models, generous paid parental leave policies, and more.

At American Express, we're committed to providing the world's best customer experience every day. If you're passionate about delivering exceptional customer experiences and have the skills and expertise to succeed in this role, we encourage you to apply.

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