Remote Travel & Concierge Experience Bilingual Agent

American Express; Quebec; Hybrid; CAD 42,000 - 64,000; Full time

Benefits offered by this job

Bonus incentives

Hybrid/onsite/virtual arrangements

Flexible working model

Comprehensive benefits

Job summary

American Express Canada is seeking a Travel and Concierge Customer Service Consultant within Global Servicing. You’ll help Premium Card Members experience world-class trips and personalized concierge experiences, leveraging travel knowledge and Sabre GDS training.

In this role you’ll manage multiple channels—chat, email, voice—while building lasting client relationships, maintaining composure under pressure, and delivering WOW through innovative travel solutions.

Qualifications

• Knowledge of travel and world geography, gained via travel, industry, or selling travel.
• Excellent listening and written/spoken communication skills.
• Able to stay positive under pressure and adapt to change.
• Strong time management and multi-tasking across channels.

Responsibilities

• Help Premium Card Members by creating unforgettable travel and concierge experiences.
• Deliver WOW through innovative travel solutions and concierge services.
• Maintain knowledge of travel tools and share expertise across channels (chat, email, voice).
• Build long-lasting relationships with clients through attentive service and cross-selling where appropriate.

Skills

Travel knowledge & geography

Customer relationship building

Communication skills

Resilience under pressure

Time management

Sales / consultative selling

Sabre GDS experience

French language proficiency

Shift flexibility

Education

TICO & OPC certification

Tools

Sabre GDS

Job description

Job Description

Global Servicing (GS) oversees consumer travel and concierge experiences, all card customer service functions for the company’s global consumer, banking, merchant, and commercial customers, as well as the key enablement functions that power our products and services. GS provides the world’s best customer experience every day by building on Amex’s 175-year legacy of service excellence, leveraging new technologies and capabilities to drive transformation, and bringing a human touch to each customer interaction.

Job Description

Global Servicing (GS) oversees consumer travel and concierge experiences, all card customer service functions for the company’s global consumer, banking, merchant, and commercial customers, as well as the key enablement functions that power our products and services. GS provides the world’s best customer experience every day by building on Amex’s 175-year legacy of service excellence, leveraging new technologies and capabilities to drive transformation, and bringing a human touch to each customer interaction.

Responsibilities

• You won’t just help our customers see the world; you’ll help them truly experience it. Our consultants use their passion for travel to surpass client expectations by constantly striving to create unforgettable trips and concierge experiences for our Premium Card Members.
• Delivering “WOW” by providing innovative and extraordinary travel and concierge experiences
• A good knowledge of travel and world geography, this could be due to a spell spent exploring the world, studying in the concierge industry or through your recent history of selling domestic and international travel
• Strong time-management and multitasking skills, effectively handling daily responsibilities across multiple communication channels including chat, email, and voice.

Qualifications

• A good knowledge of travel and world geography, this could be due to a spell spent exploring the world, studying in the industry or through your recent history of selling domestic and international travel
• A flair for building long-lasting customer relationships through your ability to carefully listen and your strong spoken and written communication skills
• Resilience and composure to remain positive under pressure and in changing circumstances
• Strong time management and multi-tasking skills
• Sales experience and the consultative skills to confidently recommend and cross-sell relevant products and services
• Computer skills are vital as you’ll be using several different travel tools, all day, every day. We’ll provide full training in our Sabre GDS booking tool, so you’ll be an expert in no time
• The flexibility to work shifts, including nights and weekends
• Ability to speak and write fluent French

In this role, you will need to be TICO and OPC certified, if you don’t already have this accreditation, don’t worry, we will cover the cost of the certification fees for you.

We are a 24/7 operating environment, so we have a variety of shift schedules designed to meet the needs of our customers and provide work/life balance to our colleagues. These cover evenings and weekends in addition to core hours and we can discuss them further with you during your application process.

The stated salary range represents the expected compensation for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors.

Employment eligibility to work with American Express is required as the company will not pursue visa sponsorship for these positions

The job posting is for an existing vacancy.

Benefits

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• Competitive base salaries
• Bonus incentives
• Support for financial-well-being and retirement
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
• Generous paid parental leave policies (depending on your location)
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
• Free and confidential counseling support through our Healthy Minds program
• Career development and training opportunities

American Express is committed to providing an inclusive and accessible work environment in which all people who apply for positions or who work for or on behalf of Amex are treated with dignity and respect and are provided with equal treatment with respect to employment, regardless of that person's age, sex, sexual orientation, gender identity, gender expression, race, colour, ancestry, ethnic or national origin, citizenship, religion or creed, marital status, family status, pregnancy, disability, record of offences, social condition or origin, political beliefs, association or activity or other factors prohibited under applicable Human Rights legislation (the “Prohibited Grounds”). If you have a disability and need accommodation, please speak with the Recruiter for more information.

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

About Us

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

As part of Team Amex, you’ll experience our powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.