Senior Counselor

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.

In the Traveler Experience organization, we provide more than just one booking. Through the combination of people and technology, we are focused on the complete travel experience – delivering world-class service to our customers through the channels they prefer. We are on a journey to become the leading digital travel management company, and we will get there by moving forward together.

Weekends and Evenings

• Accurate completion of complex travel requests (car, hotel, air, rail) for a high touch top tier travelers such as VIP, Concierge, Film & TV Production, News, Sports and Publicity Travelers
• Act as a trusted advisor by offering informed and insightful recommendations which provide the best traveler experience in each situation
• High level of creativity and booking in obscure production locations
• Handle special requests common to entertainment, and news industry. Hotel upgrades, artist riders, junkets, charter flights, car service, meet & greets, excess baggage, and production vehicles.
• Proactively offer best travel options based on client travel policy and requirements for multiple divisions
• Respond to phone, email and chat requests professionally and promptly
• Follows and applies client travel policy based on travel type and client expectations
• Demonstrates excellent professional customer service and problem resolution skills
• May function as a subject matter expert with specific client knowledge and/or serve as the customer point of contact
• Handle first level customer complaints, problem solving and escalating when needed
• Resolve complex problems including non-standard and multi destinations, ticket exchanges and complex fares for all traveler types and destinations globally
• Traveler Experience (TX) is seeking positive, energetic, highly skilled, customer focused, Senior-level Travel counselor to join our Global Entertainment Client Hub as the Lead Travel Counsellor. This team provides end-to-end, full-scope travel services for the highest-level travelers of our client account in the Entertainment, News/Media, Sports professions. Candidates must be comfortable working in a fast-paced environment and providing white-glove-level service. Top candidates will be proactive, motivated, accountable, always willing to jump in to lend a hand and organized with excellent follow-through.
  
  Travel counselors would be supporting global accounts, including booking for travelers in multiple countries. The Lead Travel counselor will be supporting a global account, including booking for travelers in multiple countries.
• Position is Evening shift with some overnight shifts.

• Assists Travel Counselors on a real-time basis with questions related to client specific policies, standards in creating Passenger Name Records, and questions related to the use of various technical tools
• Monitors call and email queues to ensure timely servicing of inbound contacts; participates on “MOD” real time rotation when required
• Creates or maintains training documents with current processes and procedures
• Schedules and training new and existing counselors on new clients, scope and/or processed
• Assists Team Leader with monitoring customer service and technical skills and provides immediate feedback
• Communicate new information to ensure consistent procedures are followed
• Provides feedback via one-on-one and mini-coaching sessions as needed
• Maintains appropriate level of confidentiality for information shared/observed by position
• May function as a SME with specific client or scope knowledge and/or serve as the customer point of contact
• Creates and accurately completes complex travel requests (car, hotel, air, rail) for high touch accounts and top tier (VIP, Concierge, Film/TV Production, News and Publicity) travelers
• Acts as a trusted advisor by offering informed and insightful…