American Express Work from Home – Start to Work from Anywhere

By | August 12, 2022

Job Responsibilities : Afterhours Travel Counselor-Working Nights/Weekends/Holidays (Pay Incentives Included)

Salary : $47700 per year

Company : American Express Global Business Travel

Location : Remote US

Overview of Afterhours Service (AHS) Travel Counselor Role:
The AHS 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 mainly in evenings and overnight weekdays and day/night shifts on weekends with variable shift opportunities.
  • Act as Travel Advisor and Consultant to most of our Corporate Business accounts during nights and weekends.
  • 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
  • Prevent fraudulent callers from trying to book trips afterhours by following our security protocols for booking afterhours.
  • 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 via the telephone instant messaging 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
  • Individual to make solid decisions on behalf of the customer and GBT point of sale/in the moment; fearless decision making
  • Interact and assist all customers of a distinguished level within the client portfolio they are supporting
  • Consultative proactive anticipate the callers needs
  • Adept management of all communication channels (chat/email/telephony) required by the role
  • Detail oriented ability to review all facets of the request and respond fully and completely
  • Strategic thinking; process improvement what brings value to our customers and GBT
  • Management of multiple and complex requirements fluently such as (not all but including things like):
  • 1-2 GDS multiple countries complex client/internal process (versus out of the ordinary)
  • Experience working in a team
  • Background in Business Travel leisure or airline reservation required
  • Passion for Excellence in Client Service and Excellent Professional Communication
  • 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


United States – Virtual Location

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