**Description** 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. As part of Team Amex, you’ll experience this 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. **How will you make an impact in this role?** Meaningful, rewarding work performed with integrity. Here’s just some of what you’ll do in this role: + Deliver world-class customer service, whilst responding to our Commercial Customers inquiries and concerns. At least 70% of the time they will be handling customer's queries via email, 30% via voice + Build meaningful relationships with our Customers through a consultative approach, understanding their current and future needs, providing first contact resolution and negotiating a positive outcome for the Customer and American Express + Meet and exceed quality goals, compliance regulations and productivity targets + Navigate computer systems and applications to service our Customers, and enable them to get the most from our online and mobile platforms + Document necessary information, such as payment details, Customers change of details, change of address and travel notifications + Re-prioritize and adapt to an ever-changing environment **Minimum Qualifications** + Highly proficient in Dutch and English, with strong verbal and written communication skills especially in a business context + Demonstrate personal excellence by remaining positive in difficult situations + Display a passion to serve by delivering outstanding service in every interaction with our Customers + The ability and resilience to work in a fast-paced and dynamic environment as well as multitask, using multiple systems and digital tools to service our Customers + Strong interpersonal, communication, verbal and written skills + Assertiveness to handle difficult conversations + Excellent negotiation, influencing and resourcefulness skills + Critical, analytical and forward thinking with problem-solving skills, and strong attention to detail + Confidence to work in a hybrid environment **Qualifications** 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 + Bonus incentives + Support for financial-well-being and retirement + Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location) + Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need + Generous paid parental leave policies (depending on your location) + Free access to global on-site wellness centers staffed with nurses and doctors (depending on location) + Free and confidential counseling 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. **Job:** Customer Service **Primary Location:** Spain-Madrid-Madrid **Schedule** Full-time **Req ID:** 25011024