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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 environment, with a strong focus on travel planning and booking. Proficient in utilizing digital tools and travel-related booking systems to deliver personalized travel solutions and maximize customer satisfaction.
Highest-signal resume keywords
Contact Centre ExperienceTravel-Related Booking SystemsStrong Verbal CommunicationGeography KnowledgeHospitality Or Tourism Degree
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 PlanningBooking ServicesSales Opportunities MaximizationLuxury Products KnowledgeDigital Tools ProficiencyAI-Enabled TechnologiesMembership Rewards Points ManagementDe-Escalation TechniquesResults-Focused ApproachContinuous Learning
Soft Skills
Active ListeningAdaptabilityCuriosityResiliencePositive Attitude
Industry Keywords
Inbound Call CenterPremium Card MembersMembership First ApproachTravel IndustryConcierge ServicesItinerary PlanningHospitalityTourismCustomer ServiceExceptional Service
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.
- Curate seamless travel experiences for Premium Card Members through expert travel planning and booking services.
- 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 the Card Member.
- Reinforce the Membership First™ approach and deliver excellent service and outcomes.
- De-escalate Card Member stress during unforeseen travel situations.
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 (e.g., airlines, hotels, cruise & tour, and/or dining, theatre, retail, fashion, sports & events)
- Strong verbal communication and active listening skills, with the ability to adapt conversations to the situation and each Card Member's communication style.
- Demonstrated ability to quickly learn and effectively use multiple digital tools, including emerging AI-enabled technologies.
- Geography knowledge with ability to locate continents, countries, and key travel destinations world-wide.
- Curious, adaptable, and resilient, with a positive attitude toward continuous learning, change, and new approaches.
- Thrives in a results-focused environment, motivated to exceed goals and available for nights, weekends, and a 24/7 roster.
- Employment eligibility to work with American Express in the Philippines is required; the company will not pursue visa sponsorship.
- Must have at least 25 mbps internet connection plan / speed.
- Must have a private & quiet area to work at home.
- Preferred: Experience in travel, hospitality, tourism, concierge services, or itinerary planning, with a focus on exceptional service and seamless travel experiences.
- Preferred: Hospitality or Tourism degree or equivalent qualification.
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
- Work-from-home arrangement