[Hiring] Lead Travel Counselor @American Express Global Business Travel

Role Description

This Traveler Care Team is seeking positive, energetic, customer-focused travel counselors to join our Global Entertainment Hub. This team provides end-to-end, full-scope travel services. Candidates must be comfortable working in a fast-paced environment and providing white-glove-level service. Top candidates will be proactive, motivated, accountable, always willing and organized with excellent follow-through. Working from the comfort of your home, you’ll collaborate with your team to provide creative, timely, and outstanding travel service experiences.

• Frontline travel counselor support; guide team on policy, ticketing, customer service
• Prioritize workload, and direct team to ensure customer contracted SLAs are achieved
• Training and quality monitoring to ensure high level of service delivery is adhered to
• Build strong relationships and communicate effectively with your team, leaders, clients, coordinators, and suppliers
• Resolve disruptions, escalations, exchanges, waitlists, and complex fare issues
• Provides feedback via one-on-one and mini-coaching sessions as needed
• Communicate effectively; sharing knowledge, industry and policy updates regularly
• Creates and maintains training, and reference materials
• Customer Service research and resolution
• Book and accurately manage global point of sale air, hotel, rail, and ground travel bookings

Qualifications

• 5+ years of Travel Consultant and Customer Service experience
• Advanced knowledge of global points of sale, and international routings
• Proficiency in Native GDS (Sabre or Amadeus) and O365 products
• Professional communication (written and verbal) and high attention to detail
• Resolves customer issues quickly and independently
• Ability to multitask in fast-paced, evolving environments and proactive follow through
• Commitment to integrity, personal accountability, and initiative
• Team-oriented mindset, positive attitude and openness to feedback
• Background in Entertainment, News, Sports, Production, VIP or Publicity travel an asset

Requirements

• Our Traveler Care unit operates in a 24/7 environment
• We are hiring for weekend shifts, and shift flexibility is required

Benefits

• Flexible benefits tailored to each country, starting the day you do, including health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and wellbeing resources
• Travel perks: choice of deals each week from major travel providers on flights, hotels, cruises, and car rentals
• Access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first
• Championing Inclusion in every aspect of our business with global INclusion Groups
• And much more!