Merchants Customer Service Representative - German & 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.

Go above and beyond at a company that sets the standard for customer-first service.

As a brand built on going above and beyond to provide the best customer experience, having the most exceptional colleagues is paramount. As the face of the company, you can create positive interactions with our merchants every day-from curating a unique travel or lifestyle experience to helping them with their everyday needs. And, you can grow your skills through industry-leading training and ongoing coaching, all while learning what it means to continually set the standard for world class, customer-first service. Find your place in service on #TeamAmex.

How will you make an impact in this role?

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:

• 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 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

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