Bilingual German/English Customer Relations Pro

travelhrportal; Poland; On-site; PLN 120,000 - 180,000; Full time

Benefits offered by this job

Flexible benefits

Travel perks

Learning platform access

Inclusion groups

Wellbeing resources

Job summary

Amex GBT in Poland seeks a bilingual German & English speaking Customer Relations Specialist to join our Client Services team. You will build relationships, recover service issues over phone and email, and ensure customers feel heard, valued, and confident in our commitment.

You will liaise with internal teams, manage expectations, and communicate outcomes clearly, while upholding SLA standards as you support Account Managers in delivering exceptional travel experiences.

Qualifications

• Proven experience in business travel customer service or incident resolution.
• Excellent verbal and written communication with ability to convey difficult messages empathetically.
• Outstanding interpersonal and relationship-building skills with customers.
• Fluent written and spoken German and excellent English.
• Proficiency in Microsoft Office.

Responsibilities

• Champion service recovery to convert dissatisfied customers into loyal promoters through empathetic, transparent communication.
• Serve as the primary point of contact for customers, ensuring professional engagement throughout the resolution process.
• Set realistic customer expectations from the outset and communicate resolutions with clarity.
• Explain complex situations and deliver challenging news in a way that leaves customers satisfied and respected.
• Maintain high standards of communication within SLAs across phone and email.
• Monitor cases and follow up with suppliers and internal teams to resolve queries promptly.
• Proactively handle escalations and disputes with precision and empathy.
• Coordinate resolution efforts with internal and external teams and translate findings into customer-friendly explanations.
• Identify best practices from interactions and share insights with the team.

Skills

German language

English language

Customer service

Communication

Relationship building

Tools

Microsoft Office

Job description

Amex GBT in Poland seeks a bilingual German & English speaking Customer Relations Specialist to join our Client Services team. You will build relationships, recover service issues over phone and email, and ensure customers feel heard, valued, and confident in our commitment.

You will liaise with internal teams, manage expectations, and communicate outcomes clearly, while upholding SLA standards as you support Account Managers in delivering exceptional travel experiences.