Travel Counselor

American Express; Taguig; Hybrid; PHP 450,000 - 750,000; Full time

Benefits offered by this job

Competitive base salaries

Bonus incentives

Healthcare benefits

Hybrid/onsite options

Parental leave

Wellness centers access

Healthy Minds counseling

Career development

Job summary

American Express in Taguig is seeking a Travel Counselor to delight Card Members by planning customized travel experiences, researching flights, hotels and car bookings, and guiding members to exclusive benefits. You will handle inquiries across multiple channels, de-escalate when needed, and ensure high service standards while meeting performance targets in a hybrid work arrangement.

Strong luxury travel knowledge, solid GDS experience, and excellent communication are essential for success in

Qualifications

• At least 1 year travel industry experience within the last two years.
• At least 1 year GDS experience required.
• At least 2 years collective Contact Centre/BPO experience.
• Basic knowledge of luxury products (airlines, hotels, cruise & tour, dining, theatre, retail, fashion, sports & events).
• Exceptional Customer Service and interpersonal skills.
• Ability to meet/exceed targets in meeting customer satisfaction & sales.
• Exceptional written & verbal communication skills.
• A will to win and have worked in a Performance-based environment where regular coaching and feedback is provided to achieve results.
• Strong collaboration with others to achieve shared goals.
• Can work in a rotating roster, 24/7 schedule including Public Holidays.

Responsibilities

• You will delight Card Members with unforgettable experiences.
• You will research, plan and execute customized travel experiences, including domestic and international flights, car and hotel bookings.
• You will use your in-depth knowledge to help Card Members access exclusive benefits, including how to make the most of Membership Reward points.
• You take your understanding of new and existing product offerings, value proposition and relevance to the Card Member, to curate your recommendation.
• At times, you will need to de-escalate a Card Member’s stress, when unforeseen travel situations arise.
• You will always put the Card Member’s experience at the forefront of everything you do, reinforcing the Membership First mindset and winning their loyalty.
• You will do back-office/callback work to make sure top-of-the-line customer service is given to our card members.

Skills

Travel industry experience

GDS experience

Contact centre/BPO

Luxury products knowledge

Customer service

Sales targets

Communication skills

Team collaboration

Rotating roster

Tools

GDS systems

Job description

Job Description

9th in Great Place to Work's Best WorkplacesTM 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

Global Servicing (GS) oversees consumer travel and concierge experiences, all card customer service functions for the company's global consumer, banking, merchant, and commercial customers, as well as the key enablement functions that power our products and services. GS provides the world's best customer experience every day by building on Amex's 175-year legacy of service excellence, leveraging new technologies and capabilities to drive transformation, and bringing a human touch to each customer interaction.

Responsibilities

• You will delight our Card Members with unforgettable experiences
• As a Travel Counselor, you will refine your knowledge of customer needs by asking personalized fact-finding questions to deliver an innovative and extraordinary service through multi-channel servicing designed to meet customers unique requirements.
• You will research, plan and execute customized travel experiences, through booking domestic and international flights, car and/or hotel travel arrangements.
• You will use your in-depth knowledge to help Card Members access their exclusive benefits, including how to make the most of their Membership Reward points.
• You take your understanding of new and existing product offerings, value proposition and relevance to the Card Member, to curate your recommendation.
• At times, you will need to de-escalate a Card Member’s stress, when unforeseen travel situations arise.
• You will always put the Card Member’s experience at the forefront of everything you do, reinforcing the Membership First mindset and winning their loyalty.
• You will do back-office/callback work to make sure top-of-the-line customer service is given to our card members.

Qualifications

Minimum Qualifications

• At least 1 year Travel industry experience within the last two years
• At least 1 year GDS experience required
• At least 2 years collective Contact Centre/BPO experience
• Basic knowledge of luxury products (e.g., airlines, hotels, cruise & tour, and/or dining, theatre, retail, fashion, sports & events)
• Exceptional Customer Service and interpersonal skills
• Ability to meet/exceed targets in meeting customer satisfaction & sales
• Can think creatively & multitask
• Exceptional written & verbal communication skills
• A will to win and have worked in a Performance-based environment where regular coaching and feedback is provided to achieve results
• Strong collaboration with others to achieve shared goals
• Can work in a rotating roster, 24/7 schedule including Public Holidays

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.