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This is a virtual work from home position with equipment provided.
Bilingual Premium (French/English speaking): Earn $3000.00 annual shift premium if you are bilingual (French/English speaking). Paid per pay.
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.
Key Responsibilities:
- Handling inbound calls from customers to assist with booking their travel needs as well as support merchandise/gift card/rewards point redemption processes (everything from redeeming collected points for the latest tech toy to assisting a customer in lowering their mortgage bill or paying off their credit card with rewards)
- Resolve customer inquiries at the first point of contact
- Addressing and clearing out voicemail by returning calls
- Voice, Email & Chat support
- Support multiple accounts, each with their own dedicated tools and technology
- Usage of telephony system & soft phone application involving precise logging
- Educate customers on products, programs, and services such as flights, hotels, gift cards and merchandise
- Customer Service escalation handling and first call resolution.
- Technical and online navigational support and trouble shooting
- Utilize online and internal resources to ensure interactions are accurate and compliant with all business processes aligned with our loyalty program rules and regulations.
- Use of multiple tools, booking and redemption platforms
- Flight exchanges/refunds/schedule changes/involving manual calculations (Service role)
- Servicing clients across the globe with predominant focus on our clientele within North America
- Email management
- Remain current with industry advancements, Loyalty training and reference material.
Key Skills & Qualifications:
- Typing proficiency: minimum 45 WPM
- 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
- Aptitude for and quickly adaptable to current technology and applications
- Aptitude for math: understanding percentages, taxes etc.
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High Level of Customer Service consisting of:
- Empathy
- Effective listening and attentiveness
- Persuasive speaking skills
- Adaptability
- Taking responsibility in managing various situations
- Patience
- Responsive, critical thinking, solution oriented
- Decision making skills
- Collaborative, team oriented, respectful and professional with clients, colleagues and leadership
- Proactive ability to identify problems (technical; account or client program specific issues), form solutions, and execute step-by-step troubleshooting procedures
- High sense of urgency with the utmost level of respect and adherence to privacy and confidentiality protocols
- Proficiency in spoken and written English; French or Spanish an asset
- High School Diploma or the GED Equivalent
- Travel Diploma an asset
Location
Canada – Virtual Location
It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.
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