Senior Travel Counselor & Team Lead (Remote)

American Express Global Business Travel; Atlanta (GA); Remote; USD 46,000 - 86,000; Full time

Benefits offered by this job

Flexible benefits tailored to eachCOUN

Travel perks from major providers

Access to 20,000+ courses on our学习平台

Inclusion Groups and supportive teams

Job summary

American Express Global Business Travel is seeking experienced travel counselors for its Traveler Care Team. You will deliver end-to-end travel services from a home-based position, guiding policy adherence, ticketing, and superior customer care across global itineraries.

Ideal candidates have 5+ years in travel consulting and customer service, with proficiency in Sabre or Amadeus and Office 365, and a proactive, detail-oriented mindset. Weekend shifts and 24/7 support are expected.

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 O365 products.
• Professional communication (written and verbal) and high attention to detail.
• Resolves customer issues quickly and independently.
• Ability to multitask in fast-paced, evolving environments and proactive follow through.
• Commitment to integrity, personal accountability, and initiative.
• Team-oriented mindset, positive attitude and openness to feedback.
• Background in Entertainment, News, Sports, Production, VIP or Publicity travel an asset.

Responsibilities

• 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.

Skills

Travel experience

GDS knowledge

Office 365

Customer service

Communication

Multitasking

Integrity & accountability

Team orientation

Tools

Sabre

Amadeus

Job description

American Express Global Business Travel is seeking experienced travel counselors for its Traveler Care Team. You will deliver end-to-end travel services from a home-based position, guiding policy adherence, ticketing, and superior customer care across global itineraries.

Ideal candidates have 5+ years in travel consulting and customer service, with proficiency in Sabre or Amadeus and Office 365, and a proactive, detail-oriented mindset. Weekend shifts and 24/7 support are expected.