Customer Resolution Specialist with German

Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

Ready to explore a career path? Start your journey.

Do you have a passion for travel and tech? And want to work for an exciting company that’s at the top of their industry?

We are seeking talented and experienced individuals obsessed with customer service, fluent in English and German, for the role of Customer Resolution Specialist .

You provide your prior experience and knowledge, in return we provide a solid team of inspiring colleagues and an exceptional opportunity for career advancement.  You will also be self-motivated and articulate with strong social skills and demonstrated success as a producer with the highest level of professionalism.

Position Overview:
The Customer Resolution Specialist, within the Client Services Organization of Amex GBT, is in charge of investigating Service Failures and providing a quality response and resolution to the customer at the least possible cost to the company.

What You'll Be Doing:

• To investigate each Incident and carry out in depth analysis in order to understand the root cause and Incident responsibility
• To communicate the Incident resolution to the client, ensuring quality, clarity and within SLA
• To investigate all possibilities to reduce any Loss to Egencia
• Liaise with internal departments or External providers in order to reduce loss or impact of any Incident
• To categorize Incidents appropriately, so that it leads to clarity in Business Reporting
• To identify and report any issues/trends with significant impact to your Team Leader or appropriate Business contact in order to avoid these issues re- occurring or having a wider impact
• To actively contribute as a Global Team in order to achieve Global alignment of Incident handling and support Customer Resolution Team in other countries as required
• To ensure high standards of quality and accuracy in all communication with clients
• To support Team Leader in any training/coaching needs with new joiners or less experienced staff

What we're looking for:

• Fluency in English and German (written and oral) compulsory
• Min 2 years experience as a Travel Consultant or in a similar position in investigation and resolution preferably in IT, banking or travel industry.
• Extensive knowledge of GDS essential – knowledge of Amadeus required
• Experience in investigation and resolution skills
• Attention to detail and ability to problem solve
• Ability to think creatively to resolve issues
• Empathy and ability to understand an issue from several viewpoints
• Excellent Communicator and Team Player as sharing knowledge is key to continuous improvement
• Strong business acumen
• Experience in investigation and resolution skills
• Knowledge of Salesforce is a plus.

#GBTjobs

Location

United Kingdom

The #TeamGBT Experience

Work and life: Find your happy medium at Amex GBT.

• Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and more.

• Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.

• Develop the skills you want when the time is right for you, with global tuition assistance, access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.

• We strive to champion Diversity, Equity, and Inclusion in every aspect of our business at GBT. 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.

• Wellbeing resources to support mental and emotional health for you and your immediate family.

• And much more!

This role is for Egencia LLC (“Egencia” or the “Company”), a member of the American Express Global Business Travel family of companies.

All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law.

Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process. For details regarding how we protect your data, please consult GBT Recruitment Privacy Statement.

What if I don’t meet every requirement? If you’re passionate about our mission and believe you’d be a phenomenal addition to our team, don’t worry about “checking every box;" please apply anyway. You may be exactly the person we’re looking for!