Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

Overview of Role:

The Traveler Counsellor role at Amex GBT is to deliver exceptional travel service experience for our Corporate and Business Travel Customers. By working together as a high performing team, our Travel Counsellors provide exceptional traveler care, first call resolution and the highest quality of customer service to Amex GBT corporate clients. It is a high touch service environment, where you will have true accountability for the service relationship and customer experience, by providing creative and timely travel solutions, using available tools and technology as needed, while maximizing supplier revenue.

What You’ll Do

Act as Travel Advisor and Consultant to a single or multiple Corporate Business accounts with the willingness to jump in and flexibility in shifts to meet client needsAct as the point of sale on all travel requirements, arranging both routine and complex domestic and international business travel for air, road, rail and accommodation, utilizing various Global Distribution Systems (GDSs) (Sabre/Apollo/Galileo/Amadeus)Provide consultative advice, solutions and recommendations. Additionally, pro-actively selling additional service for our travelers (e.g. Hotel and Car), whilst ensuring adherence to the customers agreed travel policy and requirementsComplying with all legal standard requirements, which include mandatory training, compliance and sanctionsDeliver expectations on individual/shared team goals and support all business Key Performance Indicators. Proactively access Compass to check on and improve performanceEnsure customer travel profiles are detailed and accurate, following internal compliance and regulatory requirements for all customers and locations supportedManage the end-to-end booking process through the ticketing and order fulfillment, either over the telephone, via messaging or via email or back-office systems and servicing platforms.Operate in a telephony servicing environment where you are accountable to key performance indicators of success, such as customer satisfaction (CSAT), key productivity metrics (for example call adherence and call service metrics), and driving key partnerships and sale of preferred air and hotel partnersOperate in a multi-channel servicing environment where you are accountable to key performance indicators of success, such as customer satisfaction (CSAT), key productivity metrics (for example call adherence and call service metricsUse positive telephone service techniques; act on special customer requests and maintain excellent client relationsMeeting the servicing of your nominated account or clients travel requirements, whilst adhering to your nominated call schedule daily, and reporting any variances in the workforce management scheduling tool to your Team CoachCoach, develop and mentor more junior Travel Counsellor colleagues in the team as neededExpress enthusiasm and energy within the organization and always act according to company ethics, values and Compliance guidelines.Working phone, email or chat booking air, hotel and car rentalSupports executive travel bookings and/or C-Level travelActions, reviews and presents to customer BTA reconciliations.Investigates/action Travel Counsellors reservations/PNR for ticketing, quality/accuracy, client escalations or lowest fare (e.g., CSI/CSR, Trailblazer)

What We’re Looking For

Detailed understanding of fares and ticketing rules, both domestic and international, land, air and sea travelKnowledge and experience of:International air, hotel, car and rail bookingCalculating and Processing exchangesHigh proficiency in one or more of the following GDS *Hiring

                  Sabre, Apollo, Amadeus or Galileo

Experience working in a high touch service environment where performance is measured through both customer satisfaction as well as through meeting and exceeding key revenue and servicing targetsExperience working in a teamBackground in Business Travel, leisure or airline reservation requiredPassion for Excellence in Client ServiceExcellent Professional Communication – both written and verbalDetail-oriented - ability to act with integrity, and deal sensitively with personal and confidential traveler informationAbility to speak more than one language desirableAbility to research and resolve customer service and traveler issues independently and /or with supplierProblem Solving, with a process improvement mindsetAble to work under pressure, with a sense of urgency while maintaining a professional rapport and multi-task, accepting and adapting to change quickly and professionallyAbility to positively influence team and peersLearning agility and ability to act on constructive feedbackPossess a strong understanding of travel trends and industry best practices

     

Location

Hyderabad, India

     

The #TeamGBT Experience

Work and life: Find your happy medium at Amex GBT.

Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and wellbeing resources to support you and your immediate family.

Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.

Develop the skills you want when the time is right for you, with access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.

We strive to champion Inclusion in every aspect of our business at Amex GBT. You can connect with colleagues through our global INclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.

And much more!

All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law.

Click Here for Additional Disclosures in Accordance with the LA County Fair Chance Ordinance.

Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process. For details regarding how we protect your data, please consult the Amex GBT Recruitment Privacy Statement.

What if I don’t meet every requirement? If you’re passionate about our mission and believe you’d be a phenomenal addition to our team, don’t worry about “checking every box;" please apply anyway. You may be exactly the person we’re looking for!