Platinum Travel Consultant – Travel & Concierge Experience

Job Responsibilities

• Deliver world-class customer service in an in-bound, high-volume travel call servicing environment.
• Delighting our Premium Card Members with unforgettable travel experiences by creating new bookings and servicing existing travel arrangements.
• Understand our Card Member's needs through consultation to deliver innovative and extraordinary interactions.
• Research, plan, and create personalized travel experiences, through booking domestic and international flights, car and hotel travel itineraries.
• Communicate new and existing product offerings and value propositions relevant to the Card Member.
• Always put the Card Member’s experience at the forefront of everything you do, reinforcing the Membership First ™ approach, delivering excellent service and outcomes that are core to the American Express brand.

• 1+ year of experience delivering exceptional customer service in a premium, luxury, or hospitality-focused environment (e.g., luxury retail, fine dining, hotels, concierge, or similar).
• Passion for exceeding customer expectations and creating memorable experiences.
• Strong verbal communication and active listening skills.
• Comfortable navigating multiple systems while working in a fast-paced environment.
• Demonstrated curiosity, adaptability, and commitment to continuous learning.
• Proficiency in adopting new technologies and AI-driven solutions to streamline workflows and deliver exceptional customer experiences.
• Demonstrated ability to provide premium customer service, ideally in a call center or other comparable fast-paced, high-volume servicing environment.
• Geography knowledge with ability to locate continents, countries, and key travel destinations world-wide.
• Positive attitude and outlook, as demonstrated through a desire to learn, willingness to try new things, resiliency through change and optimism.
• Natural communicator who can demonstrate active listening skills and to adapt conversation to suit the situation and the Card Member’s communication style.
• Computer proficiency as demonstrated by the ability to navigate multiple computer applications, Microsoft Office and personal devices.
• Ability to succeed in a result focused environment, with a healthy desire to meet and exceed goals.
• You must have the ability to work nights and weekends as we service our Card Members 24 hours a day / 7 days per week.
• Preferred Qualifications
• Previous experience in travel, hospitality, tourism, concierge services, or travel itinerary planning, with a strong focus on delivering exceptional customer service and creating seamless travel experiences.
• Hospitality or Tourism degree or equivalent qualification.
• This is a hybrid role, and candidates must be able to work in the office a minimum of 3 days a week.
• At home - a secure home office, located at your confirmed address of residence, free from background noise or other distractions.
• Current minimum speed requirements are 25 mbps download x 5 mbps upload speeds, preferably through broadband cable or fiber optic services (WiFi, Satellite, or DSL is not permitted).

Demonstrates expertise in delivering exceptional customer service in high-volume travel environments, with a strong focus on creating personalized travel experiences and utilizing technology to enhance service delivery. Proficient in navigating multiple systems and adapting communication styles to meet diverse customer needs.

• Exceptional Customer Service
• Travel Itinerary Planning
• Strong Verbal Communication
• Computer Proficiency
• Geography Knowledge

• Travel Booking
• Itinerary Creation
• AI-Driven Solutions
• Microsoft Office Proficiency
• Customer Experience Management

• Active Listening
• Adaptability
• Positive Attitude
• Desire to Exceed Expectations
• Resiliency

• Hospitality or Tourism Degree

• Luxury Travel
• Concierge Services
• Hospitality
• Tourism
• Customer Experience

• Multiple Computer Applications
• Broadband Internet
• Secure Home Office Setup