Senior Travel Care Lead — Remote & Entertainment Perks

American Express Global Business Travel; Salem (OR); À distance; USD 46 000 - 86 000; Plein temps

Avantages offerts par ce poste

Flexible benefits

Travel perks

Learning platform access

Résumé du poste

American Express Global Business Travel is seeking seasoned travel counselors to join our Traveler Care Team in a 24/7, work-from-home environment. You will provide end-to-end, white-glove travel services across air, hotel, rail, and ground bookings, while upholding SLAs and policy guidance.

Weekend shifts and flexible scheduling are expected. Ideal candidates have 5+ years in travel consulting and customer service, with deep knowledge of global POS systems and live international routings, plus

Qualifications

• 5+ years of Travel Consultant and Customer Service experience.
• Advanced knowledge of global points of sale and international routings.
• Proficiency in Native GDS (Sabre or Amadeus) and Office 365 products.
• Professional communication and high attention to detail.

Responsabilités

• Frontline travel counselor support; guide team on policy, ticketing, customer service.
• Prioritize workload, and direct team to ensure customer contracted SLAs are achieved.
• Training and quality monitoring to ensure high level of service delivery is adhered to.
• Build strong relationships and communicate effectively with your team, leaders, clients, coordinators, and suppliers.
• Resolve disruptions, escalations, exchanges, waitlists, and complex fare issues.
• Provides feedback via one-on-one and mini-coaching sessions as needed.
• Communicate effectively; sharing knowledge, industry and policy updates regularly.
• Creates and maintains training, and reference materials.
• Customer Service research and resolution.
• Book and accurately manage global point of sale air, hotel, rail, and ground travel bookings.

Connaissances

Travel consultant

GDS knowledge

Office 365

Outils

Sabre GDS

Amadeus GDS

Office 365

Description du poste

American Express Global Business Travel is seeking seasoned travel counselors to join our Traveler Care Team in a 24/7, work-from-home environment. You will provide end-to-end, white-glove travel services across air, hotel, rail, and ground bookings, while upholding SLAs and policy guidance.

Weekend shifts and flexible scheduling are expected. Ideal candidates have 5+ years in travel consulting and customer service, with deep knowledge of global POS systems and live international routings, plus