Travel Operations Agent - Hybrid CDMX

American Express; Ciudad de México; Hybrid; MXN 350,000 - 520,000; Full time

Benefits offered by this job

Hybrid options

Wellness centers

Counselling

Career development

Job summary

American Express is seeking a Travel Counselor in Mexico City to deliver exceptional service to demanding clients. You will handle online channel inquiries, guide customers on the website, and assist with amendments, changes or cancellations of bookings.

You will perform reports and administrative tasks, manage charges, refunds, amendments, and cancellations for land and air products, while working in a multi-skill, team-oriented environment to meet monthly productivity and quality goals.

Qualifications

• Advanced and highly experienced in call centers and GDS systems.
• English full writing and speaking proficiency required.
• Strong customer service sense and first contact resolution.
• Solid ability to understand customers’ needs and provide best solutions.

Responsibilities

• Responsible for attending customer online calls and emails.
• Provides high quality service to avoid customer dissatisfaction.
• Responsible for fulfillment of each booking.
• Generate daily call reports.
• Follow up with vendors and maintain strong communication.
• Review and inform about itineraries changes to customers.
• Report faults and errors on the page found.
• Support to blue box and ATO initiatives.

Skills

Call center experience

GDS systems

English proficiency

Customer service

Communication skills

Tools

Excel

Word

Job description

• Be exceptional service – oriented Travel Counselor in order to satisfy our demanding clients. Prioritizes customer commitment and service as the most urgent and important aspect of own work,
• Enable the attend customers calls or emails for Online channel. Responsible for advice and guide customers on the website. Assistance to amends, change or cancel customers’ bookings.
• Perform all the reports, fulfill the administrative tasks like charges, refunds and amendments, cancellations of land and air products.
• Be multi – skill oriented and teamwork so that they would handle different processes.
• Achieve , keep and exceed our monthly productivity and quality goals.
• Ensure that bookings fulfillment is correctly and well documented in each reservation.

Job Description

• Be exceptional service – oriented Travel Counselor in order to satisfy our demanding clients. Prioritizes customer commitment and service as the most urgent and important aspect of own work,
• Enable the attend customers calls or emails for Online channel. Responsible for advice and guide customers on the website. Assistance to amends, change or cancel customers’ bookings.
• Perform all the reports, fulfill the administrative tasks like charges, refunds and amendments, cancellations of land and air products.
• Be multi – skill oriented and teamwork so that they would handle different processes.
• Achieve , keep and exceed our monthly productivity and quality goals.
• Ensure that bookings fulfillment is correctly and well documented in each reservation.

Responsibilities

• Responsible of attends customer Online calls, emails.
• Provides a high quality service avoid any customer dissatisfaction
• Responsible of fulfillment for each bookings
• Responsible of generation for daily call reports
• Follow up cases with different vendors and maintain a strong communication with them
• Correct review for reschedule airlines itineraries and inform to customers
• Report faults and errors on the page that find
• Generate, monitor and provide support to blue box, and ATO initiatives

Qualifications

• Advanced and highly experience in call centers and GDS systems.
• English full writing and speaking proficiency is required, Demonstrated medium proficiency in Microsoft applications such as Excel & Word
• High and proved excellent customer service sense and first contact resolution.
• Solid ability to understand customers’ needs, always seeks the best solution or combination of solutions, for the mutual benefit of AXP and the customer or client
• Demonstrated ability to operate in complex situations and under pressure
• Strong listening and communication skills and consistently follows customer issues through to resolution
• Cooperation to a positive team environment, focused on teamwork and ownership
• Influences others when appropriate: can make sales, gain agreement or get buy in for ideas
• Highly sensitive to detect opportunities, offers appropriate, innovative ideas to solve problems or improve processes when routine approaches aren't working
• Creates and/or follows plans to achieve work objectives; adapts when priorities change
• Shows personal determination, optimism, resilience, and stress tolerance despite difficulties and setbacks

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.

About The Team

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
• Flexible work arrangements and schedules with hybrid and virtual options with Amex Flex
• Free access to global on‑site wellness centers staffed with nurses and doctors (depending on location)
• Free and confidential counselling support through our Healthy Minds program
• Career development and training opportunities

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