Working Hours: Monday to Friday – 3:30 pm EST to 12:30pm EST
Shift premium eligible!
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.
We are seeking motivated customer focused individuals interested in exploring an amazing career in travel…no travel experience or Travel Diploma necessary as WE WILL TRAIN YOU!
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
Ability to 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
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.
Computer usage (Microsoft proficiency), and internet skills.
Scorecard metrics in place to adequately measure individual and team performance
Key Qualifications:
Typing proficiency: 45 WMP
Aptitude for and quickly adaptable to current technology and applications
Flexibility: Shift work in a virtual call center environment, open 7 days a week until midnight EST.
Weekly hours of work may fluctuate between 30 – 40 hours
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
Bilingual in French/English preferred.
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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