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Unlock Your Potential with AMEX
We're a global community of colleagues who share an unwavering commitment to backing our customers, communities, and each other. As a Travel Reservations Expert, you'll be part of a diverse team that's dedicated to delivering exceptional customer experiences.
About the Role
This is a critical frontline role in our contact center, where you'll answer calls from our premium card members in a high-volume environment. If you're a tenured travel professional or have a career in hospitality or tourism, and you're passionate about delivering exceptional customer service, this role may be for you.
Key Responsibilities
- Deliver world-class customer service in an in-bound, high-volume travel call servicing environment.
- Delight our premium card members with unforgettable travel experiences by creating new bookings and servicing existing travel arrangements.
- Understand customer needs through consultation to deliver an innovative and extraordinary interaction.
- Research, plan, and carry out personalized travel experiences, through booking domestic and international flights, car, and/or hotel travel arrangements.
- 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.
Requirements
- Card members will be based in the United States and all business will be conducted in English. Very high levels of written and verbal communication are required.
- High-end customer service or sales roles experience in tourism, travel, hospitality, cruise, and tours.
- Demonstrated ability to provide premium customer service, ideally in a call center or other comparable fast-paced, high-volume servicing environment.
- Basic geography knowledge with the ability to locate continents, countries, and key travel destinations worldwide.
- Positive attitude and outlook, as demonstrated through a desire to learn, willingness to try new things, resiliency through change, and optimism.
- Natural communicator who can demonstrate active listening skills and adapt conversation to suit the situation and the card member's communication style.
- Computer literate and able to navigate computer applications and personal devices, can navigate PC and basic MS Office easily.
- Ability to succeed in a result-focused environment, with a healthy desire to meet and exceed goals.
What We Offer
- 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.
