German‑English Customer Relations Specialist

American Express Global Business Travel; España; Remote; EUR 30,000 - 42,000; Full time

Benefits offered by this job

Flexible benefits

Travel perks

Access to learning platform (20k+)

Job summary

Amex GBT is seeking a passionate and bilingual German & English Customer Relation Specialist to join our Client Services team. You will build and transform customer relationships, turning detractors into promoters through empathetic, proactive engagement.

You will serve as the voice of our business, ensuring every customer interaction leaves them feeling heard, valued, and confident in our commitment to their success.

Qualifications

• Proven experience in business travel customer service or incident resolution.
• Excellent verbal and written communication skills with proven ability to communicate difficult messages effectively and empathetically.
• Outstanding interpersonal and relationship-building skills with ability to connect authentically with customers.
• Strong ability to listen actively, understand customer needs, and translate those needs across internal teams.
• Fluent written and spoken German and excellent level of English (required).
• Proficiency in Microsoft Office.
• Amadeus GDS experience.

Responsibilities

• Convert dissatisfied customers into loyal promoters through exceptional service recovery (phone and email).
• Serve as the primary point of contact for customers, ensuring professional, relationship-focused engagement throughout resolution.
• Set realistic customer expectations and communicate resolutions clearly and empathetically.
• Explain complex situations and deliver challenging news in a respectful manner.
• Maintain high standards of communication within SLAs across phone and email.
• Coordinate with suppliers and internal teams to resolve client queries promptly.
• Handle escalations and disputes with empathy and professionalism.
• Liaise with internal and external teams to coordinate resolution and keep customers informed.
• Monitor interactions to identify best practices and provide feedback.

Skills

German-English bilingual

Customer service

Incident resolution

Communication skills

Relationship building

Active listening

Amadeus GDS experience

Tools

Amadeus GDS

Microsoft Office

Job description

Amex GBT is seeking a passionate and bilingual German & English Customer Relation Specialist to join our Client Services team. You will build and transform customer relationships, turning detractors into promoters through empathetic, proactive engagement.

You will serve as the voice of our business, ensuring every customer interaction leaves them feeling heard, valued, and confident in our commitment to their success.