mbo (mid back office) Travel Consultant - us queueAmerican Express

Job Description You Lead the Way. We've Got Your Back. No. 1 in the J.D. Power 2022 U.S. Credit Card Satisfaction Study of National Credit Card Issuers #5th in Great Place to Work's Best Workplaces List in the Philippines for 2021 and 2022 #9 in Gre Job Description You Lead the Way. We've Got Your Back. No. 1 in the J.D. Power 2022 U.S. Credit Card Satisfaction Study of National Credit Card Issuers #5th in Great Place to Work's Best Workplaces List in the Philippines for 2021 and 2022 #9 in Great Place to Work's Best Workplaces in Asia under the Multinational Category for 2021 One of HR Asia's Best Companies to Work For 2021 We are AON HEWITT'S BEST EMPLOYER for 2017, 2018, and 2019 in the Philippines ICT Award's Best Global In-House Center Company for 2017, 2018, and 2019 ICT Awards' HALL OF FAME J.D. Power's ranked us the Highest in Customer Satisfaction with Credit Card Companies in the U.S. Great Place to Work Philippines CERTIFIED Great Place to Work ASIA CERTIFIED Great Place to Work GLOBAL CERTIFIED Ranked in the Top 10 of Fortune's 100 Best Companies to Work For List in the US for the second consecutive year. At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we're supporting our customers' financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what's possible - and we're proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day. We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually. As a brand built on going above and beyond to provide the best customer experience, having the most exceptional colleagues is paramount. As the face of the company, you can create positive interactions with our customers every day- from curating a unique travel or lifestyle experience to helping them with their everyday needs. And you can grow your skills through industry-leading training and ongoing coaching, all while learning what it means to continually set the standard for world class, customer-first service. Find your place in service on #TeamAmex. Queue Travel Mid Office Consultant American Express Travel & Lifestyle Services (TLS) serves American Express Card Members around the world with a full range of services, from trip planning and booking to enhancing their travel plans withtailored experiences. Across the globe, TLS has thousands of dedicated colleagues who are passionate about what they do and take pride in delivering exceptional, personalized service to our customers and helping them to unlock unique and memorable experiences from their travels. There's a difference between just having a job and making an impact The online space is a key and evolving trend in the travel industry. Our tech-savvy professionals in the American Express Travel Online Team use their in-depth knowledge of travel booking systems (GDS/Sabre/SR360) and international fares to ensure our Card Members travel plans run as smoothly as possible. They work with attention to detail and a problem-solving approach to ensure travel changes and amendments are actioned accurately and trouble-shoot and resolve any errors or discrepancies. They are brand ambassadors that understand how to deliver premium servicing to our customers. Theytake pride in their ability to deliver a seamless customer experience through our best-in-class service and exclusive programs & benefits - inspiring long-term relationships and loyalty along the way. You won't just help our customers see the world you'll help them truly experience it. Anything can happen when people travel. Here's just some of what you could be doing each day in our customer contact center: Reviewing airlines schedule changes and rejected tickets, which affect our customers travel plans. You will then contact airlines and customers via phone & email, to recommend and book, alternative travel options to meet their needs. Completing fraud checks, which involves reviewing online booking transactions to ensure details are correct. Testing of system enhancements prior to new site releases Trouble shooting site error discrepancies - raising cases when needed for technologies and production teams to investigate. Actioning site reject reports including ghost bookings. Responding to customer and supplier emails Liaising & building relations with internal and external stakeholders such as travel supplier partners that provide customer benefits and other American Express business units and departments. Working through basic accounts related tasks endorsed by Frontline Teams such as Refunds and Transfer of Charges Extensive travel industry knowledge Other ad hoc tasks as directed: Supporting Customers on the phone or C2C when required during unexpected peak periods/high absenteeism supporting the team with agreed travel incidents e.g environment event which impacts travel & airport disruptions Proactive servicing support to customers when required What you'll need: Travel industry experience Manage queues Ability to fluently speak and write in English Strong interpersonal, communication, verbal, and written skills Sabre GDS experience along with a strong Fares knowledge Solid experience of working within the Travel Industry Display a passion to serve by delivering outstanding service in every interaction with our customers Computer skills are vital as you'll be using several different travel tools, all day, every day Good knowledge of MS office tools especially MS Excel Resilience and composure to remain positive under pressure and manage your workload efficiently The ability to work in a fast-paced and dynamic environment as well as multitask, using multiple systems and digital tools to service our customers Assertiveness to handle difficult conversations A problem solver, you'll be able to analyze and offer the best solutions for Card Members and confidently offer creative solutions to complex customer queries A detailed thinker with an eye for accuracy A background in customer complaints / booking resolution role would be highly beneficial The flexibility to work shifts to support US Card Members 24/7/365 Confidence to work in a hybrid environment Why American Express Attractive base pay Company Annual Bonus Plan Health, dental, vision and life insurance 8/30/2022 AXP Internal 4 Free HMO coverage from day 1 for the employee and eligible dependents. Retirement Fund Career development including training and career growth Generous maternity/paternity paid leave Private mother's room On-site gym Fitness studio Fun karaoke room On-site clinic Preferred Qualifications: Should have a minimum of 2+ yrs. of Sabre (GDS) experience Strong working knowledge and experience in Sabre Queues Management and Ticketing Excellent time-management, prioritization, and multi-tasking skills with the ability to work efficiently and manage own workload Critical, analytical, and forward thinking with problem-solving skills, and strong attention to detail Demonstrated consultative experience, ability to influence, resourceful Should have at least a year of travel account experience from the most recent company 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 Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations. To know more about our recruitment process, you may watch this short video -
Monster

Taguig City, Metro Manila
Permanent
Full-time