Customer Relation Specialist

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.

We are seeking a passionate and customer-focused bi-lingual German & English speaking Specialised Travel Consultant/Customer Relation Specialist to join our dynamic Client Services team.

What You’ll Do

• Proactively handle escalations and disputes for business travel clients with precision, empathy, and professionalism.
• Liaise with internal departments, external providers, investigation and resolution teams to coordinate resolution efforts, translate findings into clear, customer-friendly explanations, and keep customers informed throughout
• Serve as the primary point of contact for customers, ensuring consistent, professional, and relationship-focused engagement throughout the resolution process.
• Use various Global Distribution Systems (GDSs), including Amadeus.
• Communicate effectively with customers over the telephone, messaging (chat), e-mail, and/or back office systems
• Explain complex situations and deliver challenging news in ways that leave customers satisfied, respected, and confident in the business
• Maintain consistently high standards of communication accuracy and professionalism within established Service Level Agreements (SLAs), across phone and email interactions
• Monitor cases and ensure timely follow-up with suppliers and internal teams, supporting Account Managers by resolving client queries promptly and professionally
• Monitor customer interactions to identify best practices, share insights with the team, and provide feedback on customer needs and communication preferences

We look forward to sharing more detailed job functions and key performance indicators during the interview process.

What We’re Looking For

• Previous experience in travel (preferably business travel) and understanding of fares and ticketing rules for car, air, and hotel
• Fluent written and spoken German and English is mandatory
• Native GDS expertise (Amadeus)
• Passion for excellence in client service, including proactive anticipation of needs
• Outstanding interpersonal and relationship-building skills with ability to connect authentically with customers
• Strong ability to listen actively, understand customer needs, resolve customer issues quickly and translate customer needs across internal teams
• Act with integrity, and look after personal traveler information
• Teamwork and openness to feedback

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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 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.

• Develop the skills you want when the time is right for you, with 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 Inclusion in every aspect of our business at Amex 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.

• And much more!

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.

Click Here for Additional Disclosures in Accordance with the LA County Fair Chance Ordinance.

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 the Amex 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!