B2B German-English Customer Care Pro | Hybrid

American Express Company; Madrid; Hybrid; EUR 24,000 - 32,000; Full time

Benefits offered by this job

Hybrid work model

Competitive base salary with bonus

Career development opportunities

Health and wellness benefits

Job summary

American Express is seeking a German-speaking Commercial Servicing professional in Madrid to support Programme Administrators and Commercial Customers across telephone, email and live chat. You will deliver consistent, high-quality service while navigating multiple systems and maintaining compliance.

You will respond to inquiries, document interactions, and escalate complex issues as needed. This role offers a hybrid work model and opportunities to grow within a global leader in payments.

Qualifications

• Highly proficient in German, with excellent verbal and written communication in a business context.
• Strong English communication skills, both written and verbal.
• Demonstrate personal excellence by remaining positive and professional in challenging situations.
• Display a passion for delivering outstanding service in every customer interaction.
• Ability and resilience to work in a fast-paced and dynamic environment while multitasking across multiple systems and digital tools.
• Excellent written communication skills for live chat and email.
• Strong interpersonal and relationship-building skills.
• Assertiveness and confidence in handling difficult customer conversations.
• Negotiation, influencing and problem-solving skills.
• Attention to detail and forward-thinking mindset.
• Ability to work independently and collaboratively within a team.
• Flexibility to adapt to new technologies and processes.

Responsibilities

• Deliver world-class customer service to German-speaking Commercial Customers and Programme Administrators via telephone, email and live chat.
• Provide professional, efficient servicing across all channels, adapting communication styles to each channel.
• Handle live chat interactions with excellent written communication and digital proficiency across multiple systems.
• Build meaningful relationships with customers, understand needs, and provide first-contact resolution.
• Meet and exceed quality, compliance and productivity targets across servicing channels.
• Navigate multiple systems to service customers and maximize benefits of online/mobile platforms.
• Support Programme Administrators with Corporate Card and Business Travel Account servicing requests.
• Document interactions and account information per internal policies.
• Identify and escalate complex enquiries and compliance-related concerns.
• Adapt to changing environment and collaborate with stakeholders for issue resolution.

Skills

German fluency

English fluency

Customer service

Communication skills

Problem solving

Tools

CLIC

@WORK

GLOBESTAR

CAS

Job description

American Express is seeking a German-speaking Commercial Servicing professional in Madrid to support Programme Administrators and Commercial Customers across telephone, email and live chat. You will deliver consistent, high-quality service while navigating multiple systems and maintaining compliance.

You will respond to inquiries, document interactions, and escalate complex issues as needed. This role offers a hybrid work model and opportunities to grow within a global leader in payments.