Associate Travel Consultant

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.

American Express Global Business Travel (GBT) equips companies of all sizes with the insights, tools, services and expertise they need to keep their travelers informed, focused and productive while on the road. With approximately 18,000 employees and operations in nearly 140 countries worldwide, American Express GBT empowers customers to take control of their travel programs, optimizing the return on their travel and meetings investments, while, more importantly, providing extraordinary traveler care.

We’re moving faster than ever and introducing new products, services, and strategies that will revolutionize the travel industry and bring greater value to our business customers. Our clients’ success expands our success, so we put our heart and soul into helping our clients achieve results that exceed all expectations. As the world’s largest travel management company, we are continuing to build alliances with key travel leaders and suppliers throughout the world, strengthening our position as a quality provider to companies of all sizes.  Get ready to make impressions that will last.

Key Responsibilities:
 

• Handling inbound calls from customers to assist with booking their travel needs as well as support merchandise/gift card/rewards point redemption processes (everything from redeeming collected points for the latest tech toy to assisting a customer in lowering their mortgage bill or paying off their credit card with rewards)
• Resolve customer inquiries at the first point of contact
• Addressing and clearing out voicemail by returning calls
• Voice, Email & Chat support
• Support multiple accounts, each with their own dedicated tools and technology
• Usage of telephony system & soft phone application involving precise logging
• Educate customers on products, programs, and services such as flights, hotels, gift cards and merchandise
• Customer Service escalation handling and first call resolution.
• Technical and online navigational support and trouble shooting
• Utilize online and internal resources to ensure interactions are accurate and compliant with all business processes aligned with our loyalty program rules and regulations.
• Use of multiple tools, booking and redemption platforms
• Email management
• Remain current with industry advancements, Loyalty training and reference material.

Key Skills & Qualifications:
 

• Typing proficiency: minimum 45 WPM
• Recent computer & application skills (Zoom etc.) – e.g. basic word skills (copy & paste), internet browsing, outlook, ability to find different tabs/screens, min/max icons, delete cookies, understanding URL browsers
• 1+ years’ experience working in busy call centers fast paced environment
• Aptitude for and quickly adaptable to current technology and applications
• Aptitude for math: understanding percentages, taxes etc.
• High Level of Customer Service consisting of:
  • Empathy
  • Effective listening and attentiveness
  • Persuasive speaking skills
  • Adaptability
  • Taking responsibility in managing various situations
  • Patience
  • Responsive, critical thinking, solution oriented
  • Decision making skills
• Collaborative, team oriented, respectful and professional with clients, colleagues and leadership
• Proactive ability to identify problems (technical; account or client program specific issues), form solutions, and execute step-by-step troubleshooting procedures
• High sense of urgency with the utmost level of respect and adherence to privacy and confidentiality protocols
• Proficiency in spoken and written English; French or Spanish an asset
• High School Diploma or the GED Equivalent
• Travel Diploma an asset
• Proficiency in Spanish and English is an asset.

Location

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!