Crew Travel Customer Service Representative

American Express Global Business Travel; Canada (KY); Remote; USD 10,000 - 60,000; Full time

Job summary

American Express Global Business Travel is seeking a Crew Travel Customer Service Representative, where you’ll provide exceptional service to clients while working flexibly from home. This role requires a passion for travel, strong communication skills, and the ability to handle customer inquiries and complaints effectively.

Benefits

Flexible benefits

Travel perks

Access to 20,000 courses

Inclusion groups

Qualifications

• Must have travel knowledge.
• Strong written and verbal communication skills required.
• Experience in crew scheduling is a plus.

Responsibilities

• Listen to calls to ensure service compliance.
• Handle customer inquiries and complaints.
• Provide timely responses to inquiries.

Skills

Travel Knowledge

Strong Professional Communication Skills

Strong Excel Skills

Problem Solving

Attention to Detail

Tools

Sabre GDS

Job description

Crew Travel Customer Service Representative

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.

Our Customer Service Representative will work in a high-touch service environment to handle customer service for some of our top clients at Amex GBT. Working from the comfort of your own home, you’ll collaborate with your team to provide creative and timely travel solutions and an outstanding travel service experience. If you’re curious, collaborative, and enjoy working in an environment that prioritizes quality of interactions over quantity of calls, this may be the perfect role for you!

What You’ll Do

Listen to calls to ensure travel consultants are adhering to service and compliance standards, and validate disputes or service issues

Monitor the quality of emails and chats against the written evaluation score card

Handle internal and external customer inquiries, claims and complaints; interprets policies and regulations, investigates problems; identifies and implements service solutions

Analyze and investigate service and quality errors, and provide feedback to team leader for their coaching and feedback conversations

Provide timely and empathetic responses to customers’ inquiries; either verbally, electronically or written.

Ensure complaints receive frequent communications with status updates.

Solid understanding of company policies and procedures.

Maintain current and accurate records of investigative results.

Work with the team leader to address underperformance on a timely basis

Monthly reporting for Leader and Customer

What We’re Looking For

Travel Knowledge is a Must

Crew Scheduling is a plus

Strong professional communication skills (written and verbal)

Strong Excel Skills

Passion for problem solving and improving processes

Knowledge of travel trends and industry standards

Passion for excellence in client service

Able to act with integrity, and deal with personal and confidential information

Adaptable and able to multitask and are able to prioritize and calmly resolve high pressure situations

Our Traveler Care unit is a 24/7 operation. We are looking for candidates that are willing to be flexible with their schedules.

Location

United States

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.

Our Customer Service Representative will work in a high-touch service environment to handle customer service for some of our top clients at Amex GBT. Working from the comfort of your own home, you’ll collaborate with your team to provide creative and timely travel solutions and an outstanding travel service experience. If you’re curious, collaborative, and enjoy working in an environment that prioritizes quality of interactions over quantity of calls, this may be the perfect role for you!

What You’ll Do

• Listen to calls to ensure travel consultants are adhering to service and compliance standards, and validate disputes or service issues

• Monitor the quality of emails and chats against the written evaluation score card

• Handle internal and external customer inquiries, claims and complaints; interprets policies and regulations, investigates problems; identifies and implements service solutions

• Analyze and investigate service and quality errors, and provide feedback to team leader for their coaching and feedback conversations

• Provide timely and empathetic responses to customers’ inquiries; either verbally, electronically or written.

• Ensure complaints receive frequent communications with status updates.

• Solid understanding of company policies and procedures.

• Maintain current and accurate records of investigative results.

• Work with the team leader to address underperformance on a timely basis

• Monthly reporting for Leader and Customer

What We’re Looking For

• Travel Knowledge is a Must

• Sabre GDS

• Crew Scheduling is a plus

• Strong professional communication skills (written and verbal)

• Strong Excel Skills

• Passion for problem solving and improving processes

• Knowledge of travel trends and industry standards

• Passion for excellence in client service

• Attention to detail

• Able to act with integrity, and deal with personal and confidential information

• Adaptable and able to multitask and are able to prioritize and calmly resolve high pressure situations

Our Traveler Care unit is a 24/7 operation. We are looking for candidates that are willing to be flexible with their schedules.

Location

United States

The US national hourly wage range for this position is from $20.00 to $35.00 per hour. The national range provided includes the hourly rate that GBT expects to pay for the role. Actual hourly wage rate will be based on factors including the scope and complexity of the role and the successful candidate’s relevant experience, skills, knowledge, and work location.

This role is eligible for an annual Performance Based Incentive, which rewards participants based on company performance. For information about our comprehensive US benefits programs and eligibility, please review our Benefits-at-a-Glance document.

Benefits at a glance

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!

A ll 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.

Click Here for Additional Disclosures in Accordance with the LA County Fair Chance Ordinance.

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

What if I don’t meet every requirement? If you’re passionate about our mission and believe you’d be a phenomenal addition to our team, don’t worry about “checking every box;" please apply anyway. You may be exactly the person we’re looking for!

About the company

American Express Global Business Travel (GBT) is the world’s leading business partner for managed travel. We help companies and their employees prosper by making sure travelers are present where and when it matters.

Notice

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