Online Travel Chat Consultant

American Express; Taguig; Hybrid; PHP 290,000 - 424,000; Full time

Benefits offered by this job

Hybrid work arrangement

Competitive base salaries

Bonus incentives

Career development opportunities

Job summary

American Express Travel and Concierge Experiences (TCE) seeks a Travel Customer Service professional to support US-based Card Members via chat and voice. You will assist with travel planning, bookings, and access exclusive benefits, while maintaining high CSAT metrics.

The role requires GDS experience, English fluency, and the ability to multitask across multiple conversations in a hybrid work setup at our Taguig location.

Qualifications

• At least 1 year of recent experience handling a travel account in a BPO setting (voice or chat), with CSAT/NPS as part of the metrics.
• Live chat experience (travel or non-travel account) is preferred but not required for candidates with strong travel industry voice experience.
• At least 1 year of GDS experience is required.

Responsibilities

• Consulting with your Card Members so that you can recommend tailored resolutions to immediately meet their needs.
• Troubleshooting any customer issues relating to the use of the travel website and expertly guiding customers whilst they navigate around the site.
• Assisting Card Members by expertly booking domestic and international flights, cars and hotels.
• Using your in-depth knowledge to help Card Members access their exclusive benefits, including how to make the most of their Membership Reward points.
• Multi-tasking as you will be conducting multiple customer conversations simultaneously.

Skills

GDS experience

English fluency

Multitasking

Education

Bachelor’s degree or equivalent

Job description

Job Description

9th in Great Place to Work’s Best Workplaces in the Philippines 2026

10th in Fortune Magazine’s 2026 World’s Most Admired Companies

6th in Great Place to Work Philippines Best Workplaces in IT-BPM 2026

4th in Great Place to Work's Best Company To Work For 2025

Get a first-class start to your travel career.

American Express Travel and Concierge Experiences (TCE) serves American Express Card Members around the world with a full range of services, from trip planning and booking to enhancing their travel plans with tailored experiences.

Across the globe, TCE has thousands of dedicated colleagues who are passionate about what they do and take pride in delivering exceptional, personalized service to our customers and helping them to unlock unique and memorable experiences from their travels.

From learner to leader, see the bigger picture.

American Express Card Members can contact us via different channels; e-mail, on-line chat or voice/call. Our tech-savvy Consultants use their passion for travel and their ability to creatively resolve enquiries to deliver an extraordinary experience to our US-based customers who are using chat on the American Express Travel website.

This service enables the card members to interact in real-time to access their exclusive programs and unique benefits, gain assistance with website navigation and make bookings. It offers personal choice and convenience to our Card Members and inspires long-term relationships and loyalty along the way.

Responsibilities

Travel plans change frequently. Here’s just some of what you could be doing each day.

• Consulting with your Card Members so that you can recommend tailored resolutions to immediately meet their needs
• Troubleshooting any customer issues relating to the use of the travel website and expertly guiding customers whilst they navigate around the site
• Assisting Card Members by expertly booking domestic and international flights, cars and hotels
• Using your in-depth knowledge to help Card Members access their exclusive benefits, including how to make the most of their Membership Reward points
• Multi-tasking as you will be conducting multiple customer conversations simultaneously.

Qualifications

Minimum Qualifications

• At least 1 year of recent experience handling a travel account in a BPO setting (voice or chat), with CSAT/NPS as part of the metrics
• Live chat experience (travel or non-travel account) is preferred but not required for candidates with strong travel industry voice experience
• At least 1 year of GDS experience is required

Preferred Qualifications

• A flair for recognizing customer mood and tone through written communication and delivering extraordinary customer care to meet their requirements
• Ability to fluently speak and write in English
• Computer skills are vital as you’ll be communicating with multiple customers whilst navigating different tools, all day, every day
• Resilience and composure to remain positive under pressure and manage your workload efficiently
• A problem solver, you’ll be able to effectively evaluate cardmember issues and offer the best creative solutions with a view to resolving on the first contact
• A mathematical mind with an eye for detail and accuracy
• Strong time-management, prioritization, and multi-tasking skills as you will be handling several different customer enquiries simultaneously
• High level of integrity to work with customer information and meet compliance requirements
• The flexibility to work a shifting schedule
• Bachelor’s degree, associate degree, college undergrads, senior high school graduate may apply

Additional Details

• Location: BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig
• Workplace Flexibility: Full time. Must be amenable to follow a hybrid work arrangement (onsite and work from home)
• Work From Home Requirements:
  • Must have at least 25 mbps internet connection plan / speed
  • Must have a private & quiet area to work at home
• American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives.

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

• 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

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