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Customer Service Representative, French & English Speaker
American Express. Deliver world-class customer service while responding to Merchants' inquiries and concerns .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates exceptional customer service skills while effectively communicating in both French and English. Capable of building strong Merchant relationships and navigating complex systems to deliver solutions in a fast-paced environment.
Highest-signal resume keywords
Bilingual Proficiency In French And EnglishCustomer Service ExcellenceNegotiation And Influencing SkillsProblem-Solving And Analytical SkillsExperience In Customer-Facing Role
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft Skills
Strong Verbal And Written Communication SkillsInterpersonal SkillsAssertivenessAttention To DetailResilience
Tools & Technologies
Online PlatformsMobile PlatformsComputer Systems
Industry Keywords
Merchant RelationshipsCompliance RegulationsProductivity TargetsFirst-Contact ResolutionConsultative Approach
About the role
Key responsibilities & impact- Deliver world-class customer service while responding to Merchants' inquiries and concerns
- Build meaningful Merchant relationships through a consultative approach
- Understand Merchants' current and future needs
- Provide first-contact resolution and negotiate positive outcomes for the Merchant and American Express
- Meet and exceed quality goals, compliance regulations, and productivity targets
- Navigate computer systems and applications to service Merchants and help them use online and mobile platforms
- Document payment details, Merchant changes of details, changes of address, and travel notifications
- Re-prioritize and adapt to an ever-changing environment
Requirements
What you’ll need- 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
- Ability and resilience to work in a fast-paced and dynamic environment and multitask using multiple systems and digital tools
- Strong interpersonal, communication, verbal, and written skills
- Assertiveness to handle difficult conversations
- Excellent negotiation, influencing, and resourcefulness skills
- Critical, analytical, and forward-thinking problem-solving skills, with strong attention to detail
- Employment eligibility to work with American Express in Spain; the company will not pursue visa sponsorship
- Experience in a customer-facing role or phone contact center environment (preferred)
Benefits
Comp & perks- 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