We are seeking a passionate and customer-focused bi-lingual German & English speaking Customer Relation Specialist to join our dynamic Client Services team. The idóneo candidate will excel at building and transforming customer relationships, converting detractors into promoters of our business through exceptional communication, empathetic engagement, and proactive expectation management.

What You'll Do
Champion the conversion of dissatisfied customers into loyal promoters through exceptional service recovery both over phone and email, building genuine trust through empathetic, transparent communicationServe as the primary point of contact for customers, ensuring consistent, professional, and relationship-focused engagement throughout the resolution processSet realistic customer expectations from the outset, and communicate resolutions with quality and clarity — particularly when outcomes differ from customer hopesExplain complex situations and deliver challenging news in ways that leave customers satisfied, respected, and confident in the businessMaintain consistently high standards of communication accuracy and professionalism within established Service Level Agreements (SLAs), across phone and email interactionsMonitor cases and ensure timely follow-up with suppliers and internal teams, supporting Account Managers by resolving client queries promptly and professionallyProactively handle escalations and disputes with precision, empathy, and professionalismLiaise with internal departments, external providers, and investigation and resolution teams to coordinate resolution efforts, translate findings into clear, customer-friendly explanations,



and keep customers informed throughoutMonitor customer interactions to identify best practices, share insights with the team, and provide feedback on customer needs and communication preferencesWe look forward to sharing more detailed job functions and key performance indicators during the interview process.
What We're Looking ForProven experience in business travel customer service or incident resolutionExcellent verbal and written communication skills with proven ability to communicate difficult messages effectively and empatheticallyOutstanding interpersonal and relationship-building skills with ability to connect authentically with customersStrong ability to listen actively, understand customer needs, and translate those needs across internal teamsFluent written and spoken German and excellent level of English(required)Proficiency in Microsoft OfficeAbility to turn customer dissatisfaction into loyalty and advocacyAmadeus GDS experienceOur team operate during the business hours 8-17. Occasional work outside of these hours may occur. #These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and wellbeing resources to support you and your immediate family.
Travel perks:get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.
You can connect with colleagues through our global INclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.
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📌 Addetta/o Customer Service (España)
🏢 American Express Global Business Travel
📍 España