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Online Travel Chat Consultant
American Express. Consult with Card Members and recommend tailored resolutions to meet their needs .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in travel account management, including GDS proficiency and customer service excellence through live chat and voice interactions. Strong problem-solving skills and attention to detail are essential for evaluating customer issues and providing tailored solutions.
Highest-signal resume keywords
GDS ExperienceTravel Account ManagementCustomer Service Metrics (CSAT/NPS)Live Chat ExperienceProblem-Solving Ability
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
GDSTravel BookingCustomer ServiceMathematical AptitudeComputer Skills
Soft Skills
ResilienceTime ManagementPrioritizationMulti-TaskingComposure Under Pressure
Tools & Technologies
Online Chat ToolsTravel Website Navigation
Industry Keywords
Travel IndustryBPO SettingCustomer ConversationsMembership RewardsCompliance Requirements
About the role
Key responsibilities & impact- Consult with Card Members and recommend tailored resolutions to meet their needs
- Troubleshoot customer issues relating to the travel website and guide customers through site navigation
- Book domestic and international flights, cars, and hotels
- Help Card Members access exclusive benefits, including Membership Rewards points
- Conduct multiple customer conversations simultaneously through online chat
- Serve US-based American Express customers using chat on the American Express Travel website
Requirements
What you’ll need- At least 1 year of recent experience handling a travel account in a BPO setting (voice or chat), with CSAT/NPS as part of the metrics
- At least 1 year of GDS experience is required
- Live chat experience is preferred but not required for candidates with strong travel industry voice experience
- Ability to fluently speak and write in English
- Computer skills and ability to navigate different tools while communicating with multiple customers
- Resilience and composure to remain positive under pressure
- Problem-solving ability to evaluate cardmember issues and offer creative solutions
- Mathematical aptitude with attention to detail and accuracy
- Strong time-management, prioritization, and multi-tasking skills
- High level of integrity when working with customer information and compliance requirements
- Flexibility to work a shifting schedule
- Bachelor’s degree, associate degree, college undergrads, or senior high school graduate may apply
- Must have at least 25 Mbps internet connection plan/speed for work from home
- Must have a private and quiet area to work at home
- Employment eligibility to work with American Express in the Philippines is required; the company will not pursue visa sponsorship
- Successful completion of a background verification check is required
Benefits
Comp & perks- 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
- Target driven incentives
- Same-day processing for walk-in applications