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Customer Care Professional Merchants B2B & French and English Speaker

  • Job
    Full-time
    Entry Level
  • Customer Relations
    Sales & Business Development
  • Madrid

AI generated summary

  • You must be fluent in French and English, possess strong communication skills, excel in customer service, handle difficult conversations, multitask effectively, and have problem-solving abilities.
  • You will provide exceptional customer service, build relationships with Merchants, resolve inquiries, navigate systems for support, document details, and adapt to dynamic environments.

Requirements

  • Highly proficient in French 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 Merchants.
  • 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 Merchants.
  • 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.
  • Experience in a customer facing role or a phone contact center environment

Responsibilities

  • Deliver world-class customer service, whilst responding to Merchants inquiries and concerns
  • Build meaningful relationships with our Merchants through a consultative approach, understanding their current and future needs, providing first contact resolution and negotiating a positive outcome for the Merchant and American Express
  • Meet and exceed quality goals, compliance regulations and productivity targets.
  • Navigate computer systems and applications to service our Merchants, and enable them to get the most from our online and mobile platforms.
  • Document necessary information, such as payment details, Merchant change of details, change of address.
  • Re-prioritize and adapt to an ever-changing environment.

FAQs

What languages do I need to speak for this position?

You need to be highly proficient in both French and English, with strong verbal and written communication skills.

What is the primary responsibility of a Customer Care Professional Merchants B2B?

Your primary responsibility will be to deliver world-class customer service while responding to merchants' inquiries and concerns, building meaningful relationships through a consultative approach.

Is experience in customer service required for this role?

While experience in a customer-facing role or a phone contact center environment is preferred, it is not a strict requirement.

What kind of training can I expect when I join the team?

You'll receive industry-leading training and ongoing coaching to help you develop your skills and excel in providing customer service.

What are the benefits provided to employees?

Benefits include competitive base salaries, bonus incentives, comprehensive medical, dental, vision, life insurance, and disability benefits, flexible working models, generous paid parental leave, and career development opportunities, among others.

How does American Express ensure a supportive work environment?

American Express prioritizes the physical, financial, and mental health of its employees through various programs and benefits, including wellness centers and counseling support.

What are the productivity targets for this role?

You will be expected to meet and exceed quality goals, compliance regulations, and productivity targets as part of your responsibilities.

Will I need to use computer systems in this role?

Yes, you will need to navigate computer systems and applications to service our merchants effectively and help them utilize our online and mobile platforms.

What should I expect in terms of work pace and multitasking?

You should be prepared to work in a fast-paced and dynamic environment that requires multitasking and using multiple systems and digital tools.

Is there an opportunity for career growth within this role?

Yes, American Express offers career development and training opportunities to help you grow and advance in your career.

Finance
Industry
10,001+
Employees
1850
Founded Year

Mission & Purpose

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 striving to uphold our powerful backing promise to our customers and each other every day. These beliefs have been our North Star for 170 years as our business transformed – from helping evacuate travelers during World Wars, to ensuring the safety of our customers’ funds during the Great Depression in the U.S., to creating the Shop Small® movement to help small businesses recover from the Financial Crisis, to providing aid to communities impacted by many natural disasters and so much more. For generations, the key to our success has been the determination and resilience of our American Express colleagues. Now, as a globally integrated payments company, we work together to provide customers with access to products, insights and world-class experiences that enrich lives and build business success. Join us and let’s lead the way together.

Culture & Values

  • We Back Our Customers

    Relationships are at the heart of our business. We strive to be essential to our customers by delivering exceptional products, services and experiences every day – and promise to have their backs in everything we do.

  • We Make It Great

    We deliver an unparalleled standard of excellence in everything we do, staying focused on the biggest opportunities to be meaningful to our customers. From our innovative products to our world-class customer service, our customers expect the best—and our teams are proud to deliver it.

  • We Do What’s Right

    Customers choose us because they trust our brand and people. We earn that trust by ensuring everything we do is reliable, consistent, and with the highest level of integrity.

  • We Respect People

    We trust and respect one another for who we are and what we contribute. We are accountable to one another and empower every voice through open, courageous dialogue so others feel heard.

  • We Embrace Diversity

    We see diversity of people and experiences as fuel for the creativity and innovation we need to be and deliver our best.

  • We Stand for Inclusion

    We all have biases. However, we do not tolerate bias that excludes or minimizes anyone – all people belong. We’re committed to ensuring that we have a welcoming and inclusive culture where everyone’s voice matters and where people of all races, ethnicities, genders, gender identities, sexual orientations, ages, religions, disabilities and viewpoints can thrive.

  • We Win As a Team

    We view each other as colleagues—part of the same team, striving to deliver the brand promise to our customers and each other every day. Individual performance is essential and valued, but never at the expense of the team.

  • We Support Our Communities

    We respect our communities and are committed to working together so they can thrive and make a meaningful difference in the world.