- Deliver world-class customer service while responding to Merchant inquiries and concerns
- Build meaningful relationships with Merchants through a consultative approach
- Understand Merchants' current and future needs
- Provide first-contact resolution and negotiate positive outcomes for the Merchant and American Express
- Meet and exceed quality goals, compliance regulations, and productivity targets
- Navigate computer systems and applications to service Merchants and enable them to get the most from online and mobile platforms
- Document payment details, Merchant changes of details, changes of address, and travel notifications
- Re-prioritize and adapt to an ever-changing environment

Requirements

- 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
- Ability and resilience to work in a fast-paced and dynamic environment, multitask, and use multiple systems and digital tools to service Merchants
- Strong interpersonal, communication, verbal, and written skills
- Assertiveness to handle difficult conversations




- Excellent negotiation, influencing, and resourcefulness skills
- Critical, analytical, and forward-thinking problem-solving skills, with strong attention to detail
- Employment eligibility to work with American Express in Spain is required; the company will not pursue visa sponsorship

Core Competencies

Demonstrates exceptional customer service skills while effectively communicating in both German and English. Capable of building strong relationships with Merchants through a consultative approach and adept at navigating digital tools to meet their needs.

Highest-signal resume keywords

- Bilingual Proficiency in German and English
- Customer Service Excellence
- Negotiation and Influencing Skills
- Problem-Solving and Analytical Skills
- Multitasking in Fast-Paced Environments

ATS Optimization Keywords

Soft Skills

- Strong Verbal and Written Communication
- Interpersonal Skills
- Assertiveness
- Attention to Detail
- Resilience

Industry Keywords

- Merchant Service
- Compliance Regulations
- Quality Goals
- Productivity Targets

Tools & Technologies

- Computer Systems
- Digital Tools
- Online Platforms
- Mobile Platforms

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📌 Customer Service Representative – German, English Speaker (Madrid)
🏢 Jobtailor
📍 Madrid