[Hiring] Travel Experience Counselor III @American Express Global Business Travel

Role Description

The role of the Traveler Counselor is to deliver a premiere service experience for our high-profile business travel Customers by providing consultative, creative, and timely travel solutions, using available tools and technology as needed. It is an exceedingly high touch service environment, where you will have true accountability for the service relationship and customer experience.

The role will form part of a highly skilled virtual (at home) team of Corporate Travel Counselors and will report to a Team Coach. We service customers 24 hours a day, 7 days a week, 365 days a year. Should you be hired for a daytime shift, you would not be requested to work evenings/overnights unless you choose that option/have a desire.

• Candidates receive top hourly wage.
• Eligible for skills based (dual GDS) compensation of $750 every six months as applicable.
• Opportunity to work a variety of shifts including afternoon and overnight shifts.
• Pay differential for evening, overnight and weekend shifts ranges from 10 – 15% (contingent upon shift).

KPIs: Hotel Revenue, COPQ, CSAT

Principal Accountabilities

• Act as Travel Advisor and Consultant to C-Level, executive and Road Warrior travelers across multiple accounts and markets.
• Act as the point of sale on all travel requirements, arranging both routine and complex domestic and international business travel for air, road, rail, and accommodation, utilizing various Global Distribution Systems (GDS’s) (Sabre).
• Assist with routine and non-routine traveler requests such as companion travel and concierge type services.
• Provide consultation, solutions, and recommendations, from analysis and research on the best available fare/routing, ensuring preferred air carrier and partners are recommended, whilst ensuring adherence to the customers agreed travel policy and requirements.
• Ensure customer travel profiles are detailed and accurate, following internal compliance and regulatory requirements for all customers and locations supported.
• Operate in a servicing environment where you are accountable to key performance indicators of success, such as customer satisfaction (CSAT), call adherence, call service metrics and influencing the sale of preferred air and hotel partners.
• Deliver highly personalized service, use positive telephone service techniques; act on special customer requests and maintain excellent client relations.
• Accountable for ensuring you meet the servicing of your nominated account or clients travel requirements, whilst adhering to one’s nominated call schedule daily, reporting any variances in the workforce management scheduling tool and to your team leader or coach.
• Coach, develop and mentor more junior Travel Counselor colleagues in the team as needed.

Qualifications

• No less than 1-year corporate travel counselor experience, including detailed understanding of fares and ticketing rules, both domestic and international, land, air and sea travel.
• Understanding and awareness of partner products and services, such as airline, hotel and vehicle or rail services.
• Experience in working with at least one Global Distribution System (GDS) such as Sabre.
• Experience working in a team, high touch service environment where performance is measured through both customer satisfaction, but also through meeting and exceeding key revenue and servicing targets.

Requirements

• Passion for delighting customers by delivering premium level, consistent customer service.
• Professional communication – both written and verbal; ability to communicate with confidence, establish relationship trust, and create a credible impression.
• Effective listening skills with ability to anticipate customer needs, quickly evaluate issues, determine route cause and solution, check for shared understanding and address misunderstandings promptly.
• Attention to detail - ability to act with integrity, deal sensitively with personal and confidentiality traveler information.
• Change ready, ability to work under pressure, multi-tasking while maintaining a professional rapport.
• Learning agility and openness to feedback.
• Self-motivated, highly productive in a self-directed work environment; demonstrate initiative with a strong commitment to goals, objectives, and work ethic.
• Ability to make solid decisions POS/in the moment; fearless decision making.
• Interact and assist all customers of a distinguished level.
• Adept management of all communication channels (chat/email/telephony).
• Strategic thinking: process improvement, what brings value to our customers and GBT.
• Willingness to learn and expand skills; dual GDS, multi-country support.

Benefits

• Flexible benefits tailored to each country starting the day you do.
• Health and welfare insurance plans.
• Retirement programs.
• Parental leave and adoption assistance.
• Wellbeing resources to support you and your immediate family.
• Travel perks: choice of deals each week from major travel providers on everything from flights to hotels to 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.
• Champion Inclusion in every aspect of our business.