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Travel Counselor
American Express. Provide world-class service in a high-volume inbound call center environment .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing exceptional customer service in a high-volume call center, with a focus on personalized travel solutions and effective communication. Proficient in using travel-related booking systems and adapting to various customer needs while maximizing membership benefits.
Highest-signal resume keywords
Contact Centre ExperienceTravel-Related Booking SystemsVerbal Communication SkillsLuxury Product KnowledgeCustomer Service Excellence
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Travel BookingMembership Rewards ManagementSales Opportunity IdentificationGeography KnowledgeDigital Tool Proficiency
Soft Skills
Active ListeningAdaptabilityResiliencePositive AttitudeResults-Focused
Tools & Technologies
AI-Enabled TechnologiesBooking Systems
Certifications & Qualifications
Hospitality DegreeTourism Degree
Industry Keywords
Inbound Call CenterLuxury ProductsTravelHospitalityConcierge Services
About the role
Key responsibilities & impact- Provide world-class service in a high-volume inbound call center environment
- Consult with Card Members to understand their travel needs and deliver personalized travel solutions
- Plan and book seamless travel experiences for Premium Card Members
- Uncover relevant sales opportunities and maximize the value of exclusive benefits and Membership Rewards points
- Communicate new and existing product offerings and value propositions relevant to Card Members
- Put the Card Member experience at the forefront of all interactions, reinforcing the Membership First approach
- Deliver excellent service and outcomes aligned with the American Express brand
- De-escalate Card Member stress when unforeseen travel situations arise
Requirements
What you’ll need- At least 2 years’ collective contact centre/BPO experience
- At least 1 year of experience using travel-related booking systems
- Basic knowledge of luxury products, including airlines, hotels, cruise and tour, dining, theatre, retail, fashion, sports and events
- Strong verbal communication and active listening skills
- Ability to adapt conversations to each Card Member’s communication style
- Ability to quickly learn and effectively use multiple digital tools, including emerging AI-enabled technologies
- Geography knowledge sufficient to locate continents, countries, and key travel destinations worldwide
- Curious, adaptable, and resilient, with a positive attitude toward continuous learning, change, and new approaches
- Results-focused and motivated to exceed goals
- Availability for nights, weekends, and a 24/7 roster
- Preferred: experience in travel, hospitality, tourism, concierge services, or itinerary planning
- Preferred: Hospitality or Tourism degree or equivalent qualification
- Must be amenable to a hybrid work arrangement (onsite and work from home)
- Must have at least 25 Mbps internet connection plan/speed
- Must have a private and quiet area to work at home
- Employment is conditioned upon successful completion of a background verification check
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
- 25 mbps internet connection plan / speed requirement for work from home
- Private and quiet area to work at home