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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.
Overview of Role:
The Traveler Counsellor role at GBT is to deliver exceptional travel service experience for our Corporate Business 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 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.
The role will form part of a highly skilled team of Corporate Travel Counsellors located virtually from home, at one of our Business Travel Centers or on-site at client locations. The role will report to a Team Coach.
Key Responsibilities:
- 7a-9p ET M-F are the core hours, but we do have some shifts that are later hours, weekends and holiday hours.
- 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 needs. Support other GBT work, including other GBT customers when directed to do so by GBT leadership.
- Act as the point of sale on all Domestic & International travel requirements, arranging both routine and complex travel for air, rail, car, and Hotel accommodation, utilizing one or multiple Global Distribution Systems (GDS), 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 requirements
- Complying with all legal standard requirements, which include mandatory training, compliance and sanctions
- Deliver expectations on individual/shared team goals and support all business Key Performance Indicators. Proactively review your metrics to check on and improve performance
- Follow internal compliance and regulatory requirements for all customers and locations supported
- Manage the end-to-end booking process through the ticketing and order fulfillment, via the Telephone, Instant Messaging, 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 partners
- Operate 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 metrics)
- GBT Operates 24 hour a day, 7 days a week, with variable shift opportunities for days, nights and weekends.
- Use positive telephone service techniques; act on special customer requests and maintain excellent client relations
- Meeting 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 Coach
- Coach, develop and mentor more junior Travel Counsellor colleagues in the team as needed
- Express enthusiasm and energy within the organization and always act according to company ethics, values and Compliance guidelines.
Additional Accountabilities
- Working phone, email or chat booking air, rail, hotel and car rental
- Investigates/action Travel Counsellors reservations/PNR for ticketing, quality/accuracy, client escalations or lowest fare (e.g., CSI/CSR, Trailblazer)
Key Qualifications and Attributes:
- Detailed understanding of fares and ticketing rules, for car, air, hotel travel
- Knowledge and experience of:
- Air, rail, hotel, car booking
- Calculating and Processing exchanges
- High proficiency in one or multiple GDS: Sabre, Apollo, Galileo, Amadeus
- Experience working in a high touch service environment where performance is measured
- Experience working in a team
- Background in Business Travel, leisure or airline reservation required, with a passion for Excellence in Client Service
- Excellent Professional Communication – both written and verbal
- Detail-oriented – ability to act with integrity, and deal sensitively with personal and confidential traveler information
- Ability to research and resolve customer service and traveler issues independently and /or with supplier
- Problem Solving, with a process improvement mindset
- Able to work under pressure, with a sense of urgency while maintaining a professional rapport and multi-task
- Ability to positively influence team and peers, accepting and adapting to change quickly and professionally
- Learning agility and ability to act on constructive feedback
- Possess a strong understanding of travel trends and industry best practices
Create your journey at Amex GBT!
As a Travel Counselor, you’ll join our highly skilled remote team, providing outstanding service to our corporate business clients.
We’re most proud of our warm and inclusive culture, innovation in the travel tech space, internal promotions, and career advancement opportunities; most of our Traveler Care leadership started as a Travel Counselor, and you can find us in almost every other department at GBT!
We’re excited for you to experience our values (People, Passion, and Progress) in action, and look forward to your application.
What You’ll Do On a Typical Day
- Advise and arrange travel for corporate business customers (both individuals and groups)
- Conduct analysis and research on travel options, and pro-actively anticipate traveler needs to sell additional services
- Arrange and book domestic and international business travel, in a variety of complexity, for air, road, rail, and accommodations
- Use various Global Distribution Systems (GDSs), including Sabre, Apollo, Galileo and Amadeus. Training may be provided
- Ensure compliance to customers’ agreed travel policy, service provider policies, and regulatory requirements
- Use positive telephone service techniques and act on special customer requests
- Collaborate within your team to coach, mentor, and provide constructive feedback to improve service levels
We look forward to sharing more detailed job functions and key performance indicators during the interview process.
What We’re Looking For
- Passion for excellence in client service, including proactive anticipation of needs
- Native GDS expertise (Sabre, Apollo, Amadeus and/or Galileo)
- Professional communication (written and verbal)
- Attention to detail
- Act with integrity, and look after personal traveler information
- Possess a strong understanding of the travel industry (background in business travel, leisure travel, or airline reservation)
- Resolving customer issues quickly and independently / with supplier
- Teamwork and openness to feedback
Our Traveler Care unit is a 24/7 operation. We have specific colleagues dedicated to the night shift, however, please be flexible and prepared to work afternoon shifts (12-8pm) and weekends.
Location
Canada – Ontario – Virtual Location
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 more.
- 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 global tuition assistance, 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 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.
- Wellbeing resources to support mental and emotional health for you and your immediate family.
- And much more!
All qualified applicants will receive equal consideration for employment without regard to age, gender identity (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, race, color, religion, creed, national origin, disability, veteran status, citizenship or marital status. It is our policy to maintain an equal-opportunity environment free from intimidation, harassment or bias for our candidates, colleagues, clients and suppliers.
We are committed to providing reasonable accommodation to individuals with disabilities. Please, let your recruiter know if you need an accommodation at any point during the hiring process. For more details, please consult 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!
