Travel Counselor

American Express; Taguig; Hybrid; PHP 720,000 - 960,000; Full time

Benefits offered by this job

Hybrid work model

Career development

Performance incentives

Job summary

American Express Travel & Concierge Experiences (TCE) is hiring in the Philippines for a Travel Concierge role. You will assist Card Members with travel planning, bookings, and personalized experiences from a high-volume call center, emphasizing exceptional service and exclusive benefits.

Join a global team that values guest satisfaction, continuous learning, and leadership behaviors. The role offers hybrid onsite/remote work in Bonifacio Global City, Taguig, with flexible schedules for nights

Qualifications

• At least 2 years’ contact centre/BPO experience.
• At least 1 year travel booking systems experience.
• Basic knowledge of luxury travel products.
• Strong verbal communication and active listening.
• Ability to learn and use multiple digital tools, including AI-enabled tech.
• Geography knowledge of world destinations.
• Curious, adaptable, and resilient with willingness to learn.
• Willingness to work nights, weekends, and a 24/7 roster.

Responsibilities

• Provide world-class service in a high-volume inbound call center environment, consulting with Card Members to understand their travel needs and deliver personalized travel solutions.
• Curate seamless travel experiences for Premium Card Members through planning and booking services, while uncovering relevant sales opportunities and maximizing benefits.
• Communicate new and existing product offerings and value propositions relevant to the Card Member.
• Always put the Card Member’s experience at the forefront, reinforcing the Membership First approach.
• De-escalate Card Members’ stress when unforeseen travel situations arise.

Skills

Customer service

Communication

Active listening

Travel knowledge

Geography knowledge

Digital tools

Learning agility

Flexibility

Night/weekend shifts

Tools

Travel booking systems

AI-enabled tools

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

How will you make an impact in this role?

Get a first-class start to your travel career.

American Express - Travel & 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.

Responsibilities

• Provide world-class service in a high-volume inbound call center environment, consulting with Card Members to understand their travel needs and deliver personalized travel solutions.
• Curate seamless travel experiences for Premium Card Members through expert travel planning and booking services, while uncovering relevant sales opportunities and maximizing the value of their exclusive benefits and Membership Rewards points.
• Communicate new and existing product offerings and value propositions relevant to the Card Member.
• Always put the Card Member’s experience at the forefront of everything you do, reinforcing the Membership First ™ approach, delivering excellent service and outcomes that are core to the American Express brand.
• At times, you will need to de-escalate a Card Member’s stress, when unforeseen travel situations arise.

Minimum Qualifications

• At least 2 years’ collective contact centre/BPO experience.
• At least 1 year of experience using travel-related booking systems.
• Basic knowledge of luxury products (e.g., airlines, hotels, cruise & tour, and/or dining, theatre, retail, fashion, sports & events)
• Strong verbal communication and active listening skills, with the ability to adapt conversations to the situation and each Card Member's communication style.
• Demonstrated ability to quickly learn and effectively use multiple digital tools, including emerging AI-enabled technologies.
• Geography knowledge with ability to locate continents, countries, and key travel destinations world-wide.
• Curious, adaptable, and resilient, with a positive attitude toward continuous learning, change, and new approaches.
• Thrives in a results-focused environment, motivated to exceed goals and available for nights, weekends, and a 24/7 roster.

Preferred Qualifications

• Experience in travel, hospitality, tourism, concierge services, or itinerary planning, with a focus on exceptional service and seamless travel experiences.
• Hospitality or Tourism degree or equivalent qualification.

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

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

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