Merchants Customer Service Representative - German & English Speaker

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.

• 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.

• 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.