Customer Relation Specialist

American Express Global Business Travel; Poland; On-site; PLN 70,000 - 110,000; Full time

Benefits offered by this job

Flexible benefits

Learning platform access

Travel perks

Job summary

Amex GBT in Poland is seeking a passionate, customer-focused bi-lingual German & English speaking Customer Relation Specialist to join our dynamic Client Services team. You will be the primary contact for customers and help transform challenges into positive outcomes.

Key duties include handling phone and email inquiries, providing clear explanations, maintaining high SLAs, and supporting Account Managers with timely resolutions.

Qualifications

• Proven experience in business travel customer service or incident resolution.
• Excellent verbal and written communication with the ability to convey difficult messages empathetically.
• Strong interpersonal skills and the ability to build relationships with customers.

Responsibilities

• Convert dissatisfied customers into loyal promoters through service recovery by phone and email.
• Be primary contact for customers, ensuring professional, relationship-focused engagement.
• Set clear expectations and communicate resolutions with quality and clarity.
• Explain complex situations and deliver news that leaves customers satisfied.
• Maintain high communication standards within SLAs across channels.
• Coordinate with internal teams to resolve queries promptly.

Skills

German language

English language

Customer service

Incident resolution

Phone & email support

Tools

Microsoft Office

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.

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

Our team operate during the business hours 8-17. Occasional work outside of these hours may occur. Location Poland

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 programs, 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.

Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities.