Job Description

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. Were 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.
This position is virtual, we provide all equipment needed to work.
Working Hours: 5-day work week including every Saturday and Sunday, 2 mid-weekdays off. Start time will vary by location.
Language Premium (Cantonese or Mandarin & English speaking): Earn $3000.00 annual shift premium if you are Cantonese or Mandarin (Cantonese or Mandarin/English speaking). Paid per pay.
What Youll Do on a Typical Day

• Handling inbound calls from customers to assist with booking their travel needs
• Resolve customer inquiries at the first point of contact
• Usage of telephony system & soft phone application involving precise logging
• Educate customers on products, programs, and services such as flights, hotels
• 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.
• Computer usage (Microsoft proficiency), and internet skills.
• Scorecard metrics in place to adequately measure individual and team performance

What Were Looking For

• 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.
• 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; Cantonese or Mandarin
• High School Diploma or the GED Equivalent
• Travel Diploma an asset

Salary: Starting from $17.50 to $19.50 per hour
Amex GBT is committed to creating an environment and a culture where everyone feels like they belong no matter who they are or where they are from is central to our values.

Location Canada - 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 dont meet every requirement? If youre passionate about our mission and believe youd be a phenomenal addition to our team, dont worry about checking every box;" please apply anyway. You may be exactly the person were looking for!