Travel Consultant - Travel & Lifestyle Services

About the position

As a Travel Consultant at American Express, you will play a critical role in our contact center, providing exceptional service to our premium card members in a high-volume environment. This position is designed for individuals with a background in travel, hospitality, or tourism, and it offers an opportunity to leverage your customer service skills in a dynamic setting. You will be part of a global and diverse community that values integrity and teamwork, and you will be recognized for your contributions and impact within the organization. In this role, you will deliver world-class customer service by answering inbound calls from card members, assisting them with their travel needs, and creating unforgettable travel experiences. Your responsibilities will include researching, planning, and booking domestic and international travel arrangements, as well as servicing existing bookings. You will engage with customers to understand their needs and preferences, ensuring that every interaction is personalized and memorable. Your ability to communicate effectively and adapt to different customer communication styles will be essential in reinforcing the Membership First™ approach that is core to the American Express brand. The position requires a commitment to excellence, as you will be expected to meet and exceed performance goals while maintaining a positive attitude and a willingness to learn. With an intensive paid training and mentorship program, you will have the opportunity to develop your skills and become a highly skilled Travel Consultant. This hybrid role requires you to work in the office a minimum of three days a week, with flexibility to work various shifts, including nights and weekends, to accommodate our 24/7 service model.

Responsibilities
• Deliver world-class customer service in an inbound, high-volume travel call servicing environment.
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• Delight Premium Card Members with unforgettable travel experiences by creating new bookings and servicing existing travel arrangements.
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• Understand customer needs through consultation to deliver innovative and extraordinary interactions.
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• Research, plan, and create personalized travel experiences, including booking domestic and international flights, car rentals, and hotel accommodations.
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• Communicate new and existing product offerings and value propositions relevant to the Card Member.
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• Always prioritize the Card Member's experience, reinforcing the Membership First™ approach.

Requirements
• 1 year experience in tourism, travel, hospitality, or cruise and tours.
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• Experience in high-end customer service or sales roles.
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• Demonstrated ability to provide premium customer service in a fast-paced, high-volume servicing environment.
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• Basic geography knowledge with the ability to locate continents, countries, and key travel destinations worldwide.
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• Positive attitude and outlook, with a desire to learn and adapt to change.
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• Natural communicator with active listening skills, able to adapt conversation to suit the situation and the Card Member's communication style.
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• Computer proficiency, including the ability to navigate multiple applications and Microsoft Office.

Nice-to-haves
• Experience in a call center environment.
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• Knowledge of travel booking systems and tools.

Benefits
• Competitive base salaries
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• Bonus incentives
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• 6% Company Match on retirement savings plan
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• Free financial coaching and financial well-being support
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• Comprehensive medical, dental, vision, life insurance, and disability benefits
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• Flexible working model with hybrid, onsite or virtual arrangements
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• 20+ weeks paid parental leave for all parents, regardless of gender
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• Free access to global on-site wellness centers staffed with nurses and doctors
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• Free and confidential counseling support through the Healthy Minds program
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• Career development and training opportunities

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