Customer Relation Specialist

American Express Global Business Travel; Gurugram District; On-site; INR 600,000 - 900,000; Full time

Job summary

Amex GBT in Gurgaon, India, seeks a passionate and customer-focused bilingual German & English speaking Customer Relation Specialist to join our dynamic Client Services team. The role emphasizes transforming customer relationships, handling service recovery, and delivering clear, empathetic communication for inquiries from the European market.

The ideal candidate will manage escalations with precision, coordinate with internal teams, and uphold high standards of professionalism while supporting

Qualifications

• Experience in business travel customer service or incident resolution.
• Ability to communicate difficult messages empathetically.
• Strong listening, needs understanding, and cross-team collaboration skills.

Responsibilities

• Champion the conversion of dissatisfied customers into loyal promoters through service recovery via phone and email.
• Serve as the primary contact for customers, ensuring professional engagement throughout resolution.
• Set realistic expectations and clearly communicate resolutions, even when outcomes differ from customer hopes.
• Explain complex situations and deliver challenging news in a manner that preserves trust and confidence.
• Maintain high standards of communication accuracy within SLAs across phone and email.
• Monitor cases and ensure timely follow-up with suppliers and internal teams.

Skills

German language

English language

Customer service

Communication

Interpersonal skills

Tools

Microsoft Office

Amadeus GDS

Job description

Amex GBT is a place where colleagues find inspiration in travel as a force for good and - through their work - can make an impact on our industry. We're here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued. We are seeking a passionate and customer-focused bi-lingual German & English speaking Customer Relation Specialist to join our dynamic Client Services team. The ideal candidate will excel at building and transforming customer relationships, converting detractors into promoters of our business through exceptional communication, empathetic engagement, and proactive expectation management.

What You'll Do

• Champion the conversion of dissatisfied customers into loyal promoters through exceptional service recovery both over phone and email, building genuine trust through empathetic, transparent communication
• Serve as the primary point of contact for customers, ensuring consistent, professional, and relationship-focused engagement throughout the resolution process
• Set realistic customer expectations from the outset, and communicate resolutions with quality and clarity - particularly when outcomes differ from customer hopes
• Explain complex situations and deliver challenging news in ways that leave customers satisfied, respected, and confident in the business
• Maintain consistently high standards of communication accuracy and professionalism within established Service Level Agreements (SLAs), across phone and email interactions
• Monitor cases and ensure timely follow-up with suppliers and internal teams, supporting Account Managers by resolving client queries promptly and professionally
• Proactively handle escalations and disputes with precision, empathy, and professionalism
• Liaise with internal departments, external providers, and investigation and resolution teams to coordinate resolution efforts, translate findings into clear, customer-friendly explanations, and keep customers informed throughout
• Monitor customer interactions to identify best practices, share insights with the team, and provide feedback on customer needs and communication preferences

What We're Looking For

• 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
• Ability to turn customer dissatisfaction into loyalty and advocacy
• Amadeus GDS experience

Location Gurgaon, India

This role caters to European market shift starting either from 11:30 AM - 8:30 PM / 12:30 PM - 9:30 PM basis daylight saving. This role may require flexibility.

The #TeamGBT Experience

Work and life: Find your happy medium at Amex GBT. Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programmes, parental leave, adoption assistance, and wellbeing resources to support you and your immediate family. Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals. Develop the skills you want when the time is right for you, with access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first. We strive to champion Inclusion in every aspect of our business at Amex GBT. You can connect with colleagues through our global INclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action. And much more!

All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law.

We are committed to providing reasonable accommodation to qualified individuals with disabilities.

For details regarding how we protect your data, please consult the Amex GBT Recruitment Privacy Statement.

What if I don't meet every requirement? If you're passionate about our mission and believe you'd be a phenomenal addition to our team, don't worry about "checking every box; you may be exactly the person we're looking for!"