online administrative Travel Consultant (anz)American Express

Job Description:
Online Administrative Travel Consultant (ANZ)
You Lead the Way. We've Got Your Back.
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.
Description:
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 with tailored 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) 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. They take 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
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
Ability to fluently speak and write in English
Strong interpersonal, communication, verbal, and written skills
Sabre GDS experience along with a strong Fares knowledge
Experience 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 Australian & New Zealand Card Members. 24/7/365
Confidence to work in a virtual environment
Ideal Qualifications
Should have string 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 joined (ANZ customer service a plus)
Work from Home Requirements:
Must have at least 25 mbps internet connection plan / speed
Must be amenable to work in BGC, Taguig
This role is not open to visa sponsorship according to business requirements.
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 -
American Express

Taguig City, Metro Manila
Permanent
Full-time