German-speaking - Specialized Travel Consultant

454 CWT Philippines, Inc.; Manila; Presencial; PHP 360 000 - 600 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Travel perks

Learning platform access

Flexible benefits

Inclusion programs

Resumo da oferta

American Express Global Business Travel (Amex GBT) Manila is seeking a passionate Specialised Travel Consultant/ Customer Relation Specialist to support the European market. The role requires fluent German and English, strong travel fare knowledge, and native Amadeus GDS expertise.

You will manage escalations, coordinate with internal and external teams, and maintain professional client engagement. Join a dynamic Client Services team and enjoy access to diverse learning resources, travel perks,

Qualificações

• Fluent in German and English, written and spoken.
• Experience with travel fares, ticketing rules for car, air, and hotel is preferred.
• Native Amadeus GDS experience essential.

Responsabilidades

• Proactively handle escalations and disputes for business travel clients with precision, empathy, and professionalism.
• Liaise with internal departments, external providers, investigation and resolution teams to coordinate resolution efforts and translate findings for customers.
• Serve as the primary point of contact for customers, ensuring professional, relationship-focused engagement throughout resolution.
• Use Amadeus GDS and other systems to support case work and communication.
• Explain complex situations and deliver difficult news in a clear, customer-friendly manner.
• Maintain high standards of communication within SLAs across phone and email.
• Monitor cases and ensure timely follow-up with suppliers and internal teams.
• Share insights on customer needs and best practices with the team.

Conhecimentos

German language

English language

Travel industry experience

Amadeus GDS

Customer service

Escalations handling

Ferramentas

Amadeus GDS

Descrição da oferta de emprego

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. We are seeking a passionate and customer-focused bilingual German & English speaking Specialised Travel Consultant/ Customer Relation Specialist to join our dynamic Client Services team.

What You’ll Do

• Proactively handle escalations and disputes for business travel clients with precision, empathy, and professionalism.
• Liaise with internal departments, external providers, investigation and resolution teams to coordinate resolution efforts, translate findings into clear, customer-friendly explanations, and keep customers informed throughout.
• Serve as the primary point of contact for customers, ensuring consistent, professional, and relationship-focused engagement throughout the resolution process.
• Use various Global Distribution Systems (GDSs), including Amadeus.
• Communicate effectively with customers over the telephone, messaging (chat), e-mail, and/or back office systems.
• Explain complex situations and deliver challenging news in ways that leave customers satisfied, respected, and confident in the business.
• Maintain consistently high standards of communication accuracy and professionalism within established Service Level Agreements (SLAs), across phone and email interactions.
• Monitor cases and ensure timely follow-up with suppliers and internal teams, supporting Account Managers by resolving client queries promptly and professionally.
• Monitor customer interactions to identify best practices, share insights with the team, and provide feedback on customer needs and communication preferences.

We look forward to sharing more detailed job functions and key performance indicators during the interview process.

What We’re Looking For

• Previous experience in travel (preferably business travel) and understanding of fares and ticketing rules for car, air, and hotel.
• Fluent written and spoken German and English is mandatory.
• Native GDS expertise (Amadeus).
• Passion for excellence in client service, including proactive anticipation of needs.
• Outstanding interpersonal and relationship-building skills with ability to connect authentically with customers.
• Strong ability to listen actively, understand customer needs, resolve customer issues quickly and translate customer needs across internal teams.
• Act with integrity, and look after personal traveler information.
• Teamwork and openness to feedback.

This role caters to European market shift starting either from 11:30 AM - 8:30 PM / 12:30 PM - 9:30 PM basis daylight saving. This role may require flexibility.

#AmexGBTJobs

Location Manila, Philippines

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!

This role is for CWT, a member of the American Express Global Business Travel family of companies.

Equality & Inclusion

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.

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 our data, please consult the Amex GBT Recruitment Privacy Statement.