Customer Service Representative – German, English Speaker

Jobtailor; Madrid; Presencial; EUR 28.000 - 36.000; Jornada completa

Descripción de la vacante

American Express in Spain seeks a bilingual German/English customer service specialist to support Merchants on online and mobile platforms. You will respond to inquiries, build relationships, and ensure first-contact resolution while meeting quality and productivity targets.

The role requires strong communication skills, the ability to multitask across systems, and eligibility to work in Spain (visa sponsorship not offered).

Formación

• Highly proficient in German and English, with strong verbal and written communication skills in a business context.
• Ability to work in a fast-paced and dynamic environment, multitask, and use multiple systems to service Merchants.
• Employment eligibility to work in Spain; visa sponsorship is not offered by American Express.

Responsabilidades

• 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 on 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

Conocimientos

German language

English language

Communication skills

Herramientas

Computer Systems

Digital Tools

Online Platforms

Mobile Platforms

Descripción del empleo

• 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

Requirements

• 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

Core Competencies

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.

Highest-signal resume keywords

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

ATS Optimization Keywords

Soft Skills

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

Industry Keywords

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

Tools & Technologies

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