- 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