Customer Service Representative – German, English Speaker

• Deliver world-class customer service while responding to Merchant inquiries and concerns
• Build meaningful relationships with Merchants 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 enable them to get the most from 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

• 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
• Ability and resilience to work in a fast-paced and dynamic environment, multitask, and use multiple systems and digital tools to service Merchants
• 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 is required; the company will not pursue visa sponsorship

Demonstrates exceptional customer service skills while effectively communicating in both German and English. Capable of building strong relationships with Merchants through a consultative approach and adept at navigating digital tools to meet their needs.

• Bilingual Proficiency in German and English
• Customer Service Excellence
• Negotiation and Influencing Skills
• Problem-Solving and Analytical Skills
• Multitasking in Fast-Paced Environments

• Strong Verbal and Written Communication
• Interpersonal Skills
• Assertiveness
• Attention to Detail
• Resilience

• Merchant Service
• Compliance Regulations
• Quality Goals
• Productivity Targets

• Computer Systems
• Digital Tools
• Online Platforms
• Mobile Platforms