Travel Counselor

Description - External

Travel Counselor

How will you make an impact in this role?

• You will delight our Card Members with unforgettable experiences 

• As a Travel Counselor, you will refine your knowledge of customer needs by asking personalized fact-finding questions to deliver an innovative and extraordinary service through multi-channel servicing designed to meet customers unique requirements.

• You will research, plan and execute customized travel experiences, through booking domestic and international flights, car and/or hotel travel arrangements.

• You will use your in-depth knowledge to help Card Members access their exclusive benefits, including how to make the most of their Membership Reward points. 

• You take your understanding of new and existing product offerings, value proposition and relevance to the Card Member, to curate your recommendation. 

• At times, you will need to de-escalate a Card Member’s stress, when unforeseen travel situations arise.

• You will always put the Card Member’s experience at the forefront of everything you do, reinforcing the Membership First mindset and winning their loyalty.

• You will do back-office/callback work to make sure top-of-the-line customer service is given to our card members.
  

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  At least 1 year Travel industry experience within the last two years
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  At least 2 years collective Contact Centre/BPO experience
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  Basic knowledge of luxury products (e.g., airlines, hotels, cruise & tour, and/or dining, theatre, retail, fashion, sports & events)
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  Exceptional Customer Service and interpersonal skills
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  Ability to meet/exceed targets in meeting customer satisfaction & sales
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  Can think creatively & multitask
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  Exceptional written & verbal communication skills
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  A will to win and have worked in a Performance-based environment where regular coaching and feedback is provided to achieve results
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  Strong collaboration with others to achieve shared goals
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  Can work in a rotating roster, 24/7 schedule including Public Holidays
   
  

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  Global Distribution System (GDS) working knowledge; Sabre is advantageous
  

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  Location: BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig 
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  Workplace Flexibility: Full time. Must be amenable to follow a hybrid work arrangement (onsite and work from home) 
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  Work From Home Requirements: 
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    Must have at least 25 mbps internet connection plan / speed 
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    Must have a private & quiet area to work at home 
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  American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives.  
  
  

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  Competitive base salaries 
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  Bonus incentives 
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  Support for financial-well-being and retirement 
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  Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location) 
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  Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need 
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  Generous paid parental leave policies (depending on your location) 
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  Free access to global on-site wellness centers staffed with nurses and doctors (depending on location) 
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  Free and confidential counseling support through our Healthy Minds program 
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  Career development and training opportunities