ph3Job Description /h3 pGlobal 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. /p h3Job Description /h3 pGlobal Servicing (GS) oversees consumer travel and concierge experiences, all card customer service functions for the company’s integral 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. /p h3Responsibilities /h3 pAs a Travel and Lifestyle Consultant, you will be responsible for: /p ul liServing as “Travel Masters” who can provide expert consultation and advice on top destinations around the world. /li liCreating memorable travel experiences for our Card Members by booking leisure travel with a key focus in Spain and international destination air, car and hotel travel arrangements. /li liHelping to manage and develop relationships with travel suppliers to ensure premium Card Member experiences. /li liBeing accountable and taking ownership of the Card Members’ experience from beginning to end. /li liStaying ahead of industry trends and continuously building destination knowledge. /li liServing as “Destination Concierges” who have up-to-date insider knowledge and secure access to exclusive, local hot‑spots. /li liEfficient and effective completion of requests around our card member’s true needs and requirements to drive first‑contact resolution and increase satisfaction. /li liGathering and sharing local content through knowledge platforms, and manage relationships with top restaurants and other destinations. /li liGathering and sharing local content through knowledge platforms. /li liCreating innovative ways to resolve Card Members’ issues or concerns to win their loyalty and travel spend; ultimately making loyal enthusiast out of the customer, so they will recommend American Express Travel to others. /li liParticipating with other team members and pro‑actively anticipating customer needs to ensure a transparent and holistic experience.



/li liShifts go from Monday to Sunday 09 to 20h. /li /ul h3Qualifications /h3 h3Minimum qualifications /h3 ul liTravel Industry Experience or Luxury/Premium Customer Service Knowledge and Experience /li liStrong appreciation for travel, tourism and luxury products /li liA minimum of 1 year recent experience in a customer facing premium or luxury service industry/OTA environment /li liDestination Knowledge /li liExtensive local knowledge with the existing relationships or ability to cultivate deep relationships with local suppliers of exclusive, premium and luxury events, dining and experiences /li liCustomer Service and Communication Skills /li liOur customers have very different requirements from call‑to‑call so you will need to be able to identify these through the rapport you build and confidently match products and services to meet their needs and exceed their expectations /li liThe ability to communicate with our customers is vital to your success in this role. It is important to be able to adapt your approach to the customer, providing personal insight and building a strong rapport. Your customer interaction will mainly be on the phone but strong written skills via e‑mail are also very important /li liFluency with Spanish both spoken and written, and high proficiency in English /li /ul h3Preferred Qualifications /h3 ul liGDS or computer reservations experience /li liIT literate as you will need to be able to understand and use Internet search sites and e‑mail, in addition to the GDS and other in‑house systems. There is a great deal of multi‑tasking involved in these roles and your ability to quickly and confidently navigate a number of systems at once will be vital /li liResearch / information gathering and problem solving skills are essential, you will deal with a wide variety of inquiries so your ability to ‘think on your feet’ and provide in‑depth solutions quickly and efficiently is essential /li liPrevious call center experience /li /ul h3Sales Skills /h3 ul liSales experience will be beneficial so that you can cross‑sell relevant products and services /li liEffective consultative selling skills and the ability to listen to the customers’ needs, in turn offering confident recommendations,



resulting in high satisfaction from the customer with the service they received /li /ul h3Other Skills /h3 ul liTime management skills – due to the multi‑tasking nature of the role, you will need to be re‑prioritizing your workload regularly in order to meet your deadlines /li liThe ability to adapt to an ever changing environment and being resilient /li liA ‘can‑do attitude’, curiosity and a healthy competitiveness /li liWillingness to accept frequent feedback and coaching with an openness to incorporate these changes in service style /li /ul pEmployment eligibility to work with American Express in Spain is required as the company will not pursue visa sponsorship for these positions. /p h3About Us /h3 pAt 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. /p pAs 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. /p h3About The Team /h3 pWe 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: /p ul liCompetitive base salaries /li liBonus incentives /li liSupport for financial‑well‑being and retirement /li liComprehensive medical, dental, vision, life insurance, and disability benefits (depending on location) /li liFlexible working model with hybrid, onsite or virtual arrangements depending on role and business need /li liGenerous paid parental leave policies (depending on your location) /li liFree access to global on‑site wellness centers staffed with nurses and doctors (depending on location) /li liFree and confidential counseling support through our Healthy Minds program /li liCareer development and training opportunities /li /ul pOffer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations. /p /p #J-18808-Ljbffr

📌 Travel & Lifestyle Consultant - English & Spanish Speaker (Madrid)
🏢 American Express
📍 Madrid