**Description** **You Lead the Way. We’ve Got Your Back.** With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally. At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong. Join Team Amex and let's lead the way together. **How will you make an impact in this role?** + Deliver world-class customer service, whilst responding to our Commercial Customers inquiries and concerns + 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 German 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 + Confidence to work in a virtual environment; role is hybrid **Preferred Qualifications** + BTA and Corporate Product Knowledge an advantage + Knowledge of some key systems e.g. CLIC/CARE/WCC/@WORK/GLOBESTAR/CAS preferred + Excellent negotiation, influencing and resourcefulness skills + Critical, analytical and forward thinking with problem-solving skills, and strong attention to detail **Qualifications** We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include: + 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:** Operations **Primary Location:** Spain-Madrid-Madrid **Schedule** Full-time **Req ID:** 24022722