Merchants Customer Service Representative - German & English Speaker

Minimum Qualifications

• 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.

• The ability and resilience to work in a fast-paced and dynamic environment as well as multitask, using multiple systems and digital tools to service our Merchants.

• Strong interpersonal, communication, verbal, and written skills

• Assertiveness to handle difficult conversations.

• Excellent negotiation, influencing and resourcefulness skills.

• Critical, analytical and forward thinking with problem-solving skills, and strong attention to detail.

Preferred Qualifications

• Experience in a customer facing role or a phone contact center environment

Employment eligibility to work with American Express in Spain is required as the company will not pursue visa sponsorship for these positions.  

How will you make an impact in this role?

Here's just some of what you'll do in this role:

• Deliver world-class customer service, whilst responding to Merchants inquiries and concerns

• Build meaningful relationships with our Merchants through a consultative approach, understanding their current and future needs, providing first contact resolution and negotiating a positive outcome for the Merchant and American Express

• Meet and exceed quality goals, compliance regulations and productivity targets.

• Navigate computer systems and applications to service our Merchants, and enable them to get the most from our online and mobile platforms.

• Document necessary information, such as payment details, Merchant change of details, change of address and travel notifications.

• Re-prioritize and adapt to an ever-changing environment.

Minimum Qualifications

• 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.

• The ability and resilience to work in a fast-paced and dynamic environment as well as multitask, using multiple systems and digital tools to service our Merchants.

• Strong interpersonal, communication, verbal, and written skills

• Assertiveness to handle difficult conversations.

• Excellent negotiation, influencing and resourcefulness skills.

• Critical, analytical and forward thinking with problem-solving skills, and strong attention to detail.

Preferred Qualifications

• Experience in a customer facing role or a phone contact center environment

Employment eligibility to work with American Express in Spain is required as the company will not pursue visa sponsorship for these positions.