Merchants Customer Service Representative - Dutch & English Speaker

Global Servicing (GS) oversees consumer travel and concierge experiences, all card customer service functions for the company’s global consumer, banking, merchant, and commercial customers, as well as the key enablement functions that power our products and services. GS provides the world’s best customer experience every day by building on Amex’s 175-year legacy of service excellence, leveraging new technologies and capabilities to drive transformation, and bringing a human touch to each customer interaction.

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. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

As part of Team Amex, you’ll experience our 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.

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 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 and travel notifications.
• Re-prioritize and adapt to an ever-changing environment.
   

Minimum Qualifications:

• Unique career journey shaped by your talent and curiosity.
• 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 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.

Preferred Qualifications:

• Experience in a customer facing role or a phone contact center environment

Non-considerations for sponsorship:

Employment eligibility to work with American Express in Spain is required as the company will not pursue visa sponsorship for these positions.