The posting
Job Description
Global Servicing (GS) oversees consumer travel and concierge experiences, all card customer service functions for the company's global consumer, banking, merchant, and commercial customers, as well as the key enablement functions that power our products and services. GS provides the world's best customer experience every day by building on Amex's 175-year legacy of service excellence, leveraging new technologies and capabilities to drive transformation, and bringing a human touch to each customer interaction.
This role is suited to individuals who thrive in a fast-paced, demanding environment, enjoy working across multiple digital tools and systems, and are passionate about problem-solving and delivering positive outcomes for customers.
As part of our German-speaking Commercial Servicing team, you will support Programme Administrators and Commercial Customers across multiple communication channels, including telephone, email and live chat, delivering a consistent and exceptional customer experience.
Responsibilities
- Deliver world-class customer service while responding to enquiries and concerns from German-speaking Commercial Customers and Programme Administrators via telephone, email and live chat.
- Provide professional, efficient and accurate servicing across all communication channels, adapting communication styles to the specific needs of each channel.
- Handle live chat interactions effectively, demonstrating excellent written communication skills, digital proficiency and the ability to navigate multiple systems while supporting customers in real time.
- Build meaningful relationships with customers through a consultative approach, understanding their current and future needs, providing first-contact resolution and negotiating positive outcomes for both the customer and American Express.
- Meet and exceed quality goals, compliance requirements and productivity targets across the relevant servicing channels.
- Navigate multiple computer systems, applications and digital tools to service customers and help them maximise the benefits of our online and mobile platforms.
- Support Programme Administrators with Corporate Card and Business Travel Account (BTA) servicing requests, including account maintenance, changes to customer details, address updates and other administrative enquiries.
- Accurately document customer interactions and relevant account information in accordance with internal policies and procedures.
- Identify and appropriately escalate complex customer enquiries and potential compliance-related concerns.
- Reprioritise and adapt to an ever-changing environment, including evolving customer needs, business priorities and servicing channels.
- Collaborate with colleagues and internal stakeholders to ensure effective issue resolution and continuous improvement of the customer experience. Opening Hours: Monday to Friday 8:00 AM – 5:00 PM (40 hours per week)
Qualifications
Minimum Qualification:
- Highly proficient in German, with excellent verbal and written communication skills, particularly in a business context.
- Strong English communication skills, both written and verbal.
- Demonstrate personal excellence by remaining positive and professional in challenging situations.
- Display a passion for delivering outstanding service in every customer interaction.
- Ability and resilience to work in a fast-paced and dynamic environment while multitasking across multiple systems and digital tools.
- Excellent written communication skills, with the ability to provide clear, concise and professional customer support through live chat and email.
- Strong interpersonal, communication and relationship-building skills.
- Assertiveness and confidence in handling difficult customer conversations.
- Excellent negotiation, influencing and problem-solving skills.
- Critical, analytical and forward-thinking mindset, with strong attention to detail.
- Ability to work independently and collaboratively within a team.
- Flexibility to adapt to new technologies, servicing processes and communication channels.
Preferred Qualification:
- Previous experience in Commercial Customer or Programme Administrator servicing.
- Knowledge of Corporate Card and Business Travel Account (BTA) products.
- Familiarity with key servicing systems, including CLIC, @WORK, GLOBESTAR and CAS.
- Previous experience in live chat or digital customer servicing.
- Understanding of relevant compliance requirements and customer data protection standards.
Non-considerations for sponsorship:
Employment eligibility to work with American Express in Spain is required as the company will not pursue visa sponsorship for these positions.
About Us
At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.
As part of Team Amex, you’ll experience our powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.
We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:
- Competitive base salaries
- Bonus incentives
- Support for financial-well-being and retirement
- Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
- Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
- Generous paid parental leave policies (depending on your location)
- Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
- Free and confidential counseling support through our Healthy Minds program
- Career development and training opportunities
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
