Travel Concierge Team Leader — Premium Experiences

American Express International Inc.; Taguig; Hybrid; PHP 670,000 - 1,339,000; Full time

Job summary

American Express Travel and Concierge Experiences (TCE) is seeking a Team Leader to guide Travel Consultants delivering premium leisure travel services to Card Members worldwide. The role emphasizes leadership, coaching, and service excellence in a hybrid on-site/work-from-home setup.

You will mentor staff, monitor performance, and collaborate across teams to deliver extraordinary customer experiences and meet business goals amid changing conditions.

Qualifications

• Bachelor's degree is an advantage.
• 3-4 years of validated leadership experience with mentoring.
• Travel or hospitality industry experience preferred.
• Call center experience in voice or chat servicing.
• Experience with Sabre/booking systems.
• Strong collaboration and influencing skills.
• Coaching to drive performance.
• Excellent customer service orientation and issue resolution.
• Resilience under pressure and change management.
• Team development and engagement ability.
• Experience monitoring and reporting KPIs to senior management.
• Strong MS Office proficiency (Excel/Word/PowerPoint).

Responsibilities

• Inspire the team to achieve goals at multiple levels.
• Provide coaching, mentoring and feedback.
• Collaborate with leaders across teams to improve performance.
• Create development plans based on individual needs.
• Improve customer satisfaction and efficiency in premium servicing.
• Lead team meetings and communicate changes to Card Members.
• Adapt to dynamic contact center environment and support through change.
• Balance time to be available for the team while delivering business needs.

Skills

Leadership experience

Call center experience

Collaboration

Coaching/mentoring

Customer service

Resilience

Team development

KPI monitoring

Communication skills

Time management

Education

Bachelor's degree

Tools

Sabre booking system

Microsoft Excel

Microsoft Word

PowerPoint

Job description

American Express Travel and Concierge Experiences (TCE) is seeking a Team Leader to guide Travel Consultants delivering premium leisure travel services to Card Members worldwide. The role emphasizes leadership, coaching, and service excellence in a hybrid on-site/work-from-home setup.

You will mentor staff, monitor performance, and collaborate across teams to deliver extraordinary customer experiences and meet business goals amid changing conditions.