Travel Counselor

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.

Overview of Role:

The Traveler Counsellor role at GBT is to deliver exceptional travel service experience for our Corporate Business Customers. By working together as a high performing team, our Travel Counsellors provide exceptional traveler care, first call resolution and the highest quality of customer service to GBT corporate clients. It is a high touch service environment, where you will have true accountability for the service relationship and customer experience, by providing creative and timely travel solutions, using available tools and technology as needed, while maximizing supplier revenue.

The role will form part of a highly skilled team of Corporate Travel Counsellors located virtually from home, at one of our Business Travel Centers or on-site at client locations.  The role will report to a Team Coach.

Key Responsibilities:

• Operating in a 24 hour a day, 7 days a week team, with variable shift opportunities for days, nights and weekends.
• Act as Travel Advisor and Consultant to a single or multiple Corporate Business accounts with the willingness to jump in and flexibility in shifts to meet client needs
• Act as the point of sale on all Domestic & International travel requirements, arranging both routine and complex travel for air, rail, car, and Hotel accommodation, utilizing one or multiple Global Distribution Systems (GDS), Sabre, Apollo, Galileo, Amadeus.
• Provide consultative advice, solutions and recommendations. Additionally, pro-actively selling additional service for our travelers (e.g. Hotel and Car), whilst ensuring adherence to the customers agreed travel policy and requirements
• Complying with all legal standard requirements, which include mandatory training, compliance and sanctions
• Deliver expectations on individual/shared team goals and support all business Key Performance Indicators. Proactively review your metrics to check on and improve performance
• Follow internal compliance and regulatory requirements for all customers and locations supported
• Manage the end-to-end booking process through the ticketing and order fulfillment, either over the telephone, via messaging or via email or back office systems and servicing platforms.

• Operate in a telephony servicing environment where you are accountable to key performance indicators of success, such as customer satisfaction (CSAT), key productivity metrics (for example call adherence and call service metrics), and driving key partnerships and sale of preferred air and hotel partners
• Operate in a Multi-Channel servicing environment where you are accountable to key performance indicators of success, such as customer satisfaction (CSAT), key productivity metrics (for example call adherence and call service metrics
• Use positive telephone service techniques; act on special customer requests and maintain excellent client relations
• Meeting the servicing of your nominated account or clients travel requirements, whilst adhering to your nominated call schedule daily, and reporting any variances in the workforce management scheduling tool to your Team Coach
• Coach, develop and mentor more junior Travel Counsellor colleagues in the team as needed
• Express enthusiasm and energy within the organization and always act according to company ethics, values and Compliance guidelines.

Additional Accountabilities

• Working phone, email or chat booking air, rail, hotel and car rental
• Investigates/action Travel Counsellors reservations/PNR for ticketing, quality/accuracy, client escalations or lowest fare (e.g., CSI/CSR, Trailblazer)

Key Qualifications and Attributes:

• Detailed understanding of fares and ticketing rules, for car, air, hotel travel
• Knowledge and experience of:
  • Air, rail, hotel, car booking
  • Calculating and Processing exchanges
  • High proficiency in one or multiple GDS
    • Sabre, Apollo, Galileo, Amadeus
• Experience working in a high touch service environment where performance is measured
• Experience working in a team
• Background in Business Travel, leisure or airline reservation required
• Passion for Excellence in Client Service
• Excellent Professional Communication – both written and verbal
• Detail-oriented - ability to act with integrity, and deal sensitively with personal and confidential traveler information
• Ability to research and resolve customer service and traveler issues independently and /or with supplier
• Problem Solving, with a process improvement mindset
• Able to work under pressure, with a sense of urgency while maintaining a professional rapport and multi-task, accepting and adapting to change quickly and professionally
• Ability to positively influence team and peers
• Learning agility and ability to act on constructive feedback
• Possess a strong understanding of travel trends and industry best practices

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!