Work From Home- Call Center Agent In The Travel Industry

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.

Ready to explore a career path? Start your journey.

This position is virtual, we provide all equipment needed to work.

Start your exciting new travel career with the largest travel management company in the world!!

American Express Global Business Travel (GBT) equips companies of all sizes with the insights, tools, services and expertise they need to keep their travelers informed, focused and productive while on the road. With approximately 18,000 employees and operations in nearly 140 countries worldwide, American Express GBT empowers customers to take control of their travel programs, optimizing the return on their travel and meetings investments, while, more importantly, providing extraordinary traveler care.

We’re moving faster than ever and introducing new products, services, and strategies that will revolutionize the travel industry and bring greater value to our business customers. Our clients’ success expands our success, so we put our heart and soul into helping our clients achieve results that exceed all expectations. As the world’s largest travel management company, we are continuing to build alliances with key travel leaders and suppliers throughout the world, strengthening our position as a quality provider to companies of all sizes. Get ready to make impressions that will last.

Some Of The Benefits Of Joining Amex GBT

• Employee Assistance Program
• Fitness reimbursements
• And many more!!!
• Overtime incentives
• Opportunities for RRSP contributions & company matching program
• Diversity, Equity & Inclusion (DE&I) groups
• Travel Discounts
• A generous benefits program with options depending on individual and family needs

Key Responsibilities:

• Use of multiple tools, booking and redemption platforms
• Utilize online and internal resources to ensure interactions are accurate and compliant with all business processes aligned with our loyalty program rules and regulations.
• Technical and online navigational support and trouble shooting
• Email management
• Computer usage (Microsoft proficiency), and internet skills.
• Remain current with industry advancements, Loyalty training and reference material.
• Servicing clients across the globe with predominant focus on our clientele within North America
• Educate customers on products, programs, and services such as flights, hotels
• Resolve customer inquiries at the first point of contact
• Scorecard metrics in place to adequately measure individual and team performance
• Customer Service escalation handling and first call resolution.
• Usage of telephony system & soft phone application involving precise logging
• Handling inbound calls from customers to assist with booking their travel needs
• Flight exchanges/refunds/schedule changes/involving manual calculations (Service role)

Key Skills & Qualifications:

• High School Diploma or the GED Equivalent
• Aptitude for math: understanding percentages, taxes etc.
• Aptitude for and quickly adaptable to current technology and applications
• Proficiency in spoken and written English; French
• Patience
• High sense of urgency with the utmost level of respect and adherence to privacy and confidentiality protocols
• Get mental and emotional health support for you and your immediate family through one-on-one professional counseling sessions, on-demand webinars, and crisis support.
• Collaborative, team oriented, respectful, and professional with clients, colleagues, and leadership
• Decision making skills
• We strive to champion Diversity, Equity, and Inclusion in every aspect of our business at 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.
• Typing proficiency: minimum 45 WPM
• Responsive, critical thinking, solution oriented
• Recent computer & application skills (Zoom etc.) – e.g. basic word skills (copy & paste), internet browsing, outlook, ability to find different tabs/screens, min/max icons, delete cookies, understanding URL browsers
• 1+ years’ experience working in busy call centers fast paced environment
• Persuasive speaking skills
• Empathy
• Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.
• Effective listening and attentiveness
• 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 more.
• Proactive ability to identify problems (technical; account or client program specific issues), form solutions, and execute step-by-step troubleshooting procedures
• Travel Diploma an asset
• Develop the skills you want when the time is right for you, with global tuition reimbursement, access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.
• Adaptability
• And much more!
• Taking responsibility in managing various situations
• High Level of Customer Service consisting of: