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.

Poste de conseiller en voyages bilingue - service apr\xc3\xa8s les heures normales
Le conseiller en voyages du service apr\xc3\xa8s les heures normales dAmerican Express Voyages daffaires a pour r\xc3\xb4le doffrir une exp\xc3\xa9rience de service de voyage exceptionnelle \xc3\xa0 nos clients daffaires. Les conseillers en voyages de notre \xc3\xa9quipe hautement performante collaborent pour offrir un service exceptionnel aux voyageurs, une r\xc3\xa9solution d\xc3\xa8s le premier appel et un service \xc3\xa0 la client\xc3\xa8le de qualit\xc3\xa9 sup\xc3\xa9rieure aux clients daffaires dAmerican Express Voyages daffaires. Il sagit dun environnement de service hautement personnalis\xc3\xa9 dans lequel vous serez v\xc3\xa9ritablement responsable de la relation de service et de lexp\xc3\xa9rience client en anglais et en fran\xc3\xa7ais, en offrant des solutions de voyage cr\xc3\xa9atives et opportunes et en utilisant les outils et les technologies disponibles au besoin, tout en maximisant les revenus des fournisseurs.
Le titulaire du poste fera partie dune \xc3\xa9quipe hautement qualifi\xc3\xa9e de conseillers en voyages daffaires qui travaillent virtuellement de la maison, dans lun de nos centres de voyages daffaires ou sur place dans les bureaux des clients. Le titulaire de ce poste rel\xc3\xa8vera du responsable de lencadrement de l\xc3\xa9quipe.
Principales responsabilit\xc3\xa9s

• Parler couramment langlais et le fran\xc3\xa7ais afin de r\xc3\xa9pondre aux appels de la client\xc3\xa8le francophone du Canada. Une prime au bilinguisme est offerte.
• Agir \xc3\xa0 titre de conseiller en voyages et de consultant aupr\xc3\xa8s de la plupart de nos comptes dentreprise le soir et la fin de semaine.
• Agir comme point de vente pour tous les besoins en mati\xc3\xa8re de voyage national et international, organiser des voyages courants et complexes par voie a\xc3\xa9rienne, ferroviaire et routi\xc3\xa8re ainsi que lh\xc3\xa9bergement \xc3\xa0 lh\xc3\xb4tel \xc3\xa0 laide dun ou de plusieurs syst\xc3\xa8mes mondiaux de distribution, comme Sabre
• Fournir des conseils, des solutions et des recommandations. Vendre de fa\xc3\xa7on proactive dautres services \xc3\xa0 nos voyageurs (p. ex. h\xc3\xb4tel et voiture), tout en veillant \xc3\xa0 ce que les clients respectent les politiques et les exigences convenues en mati\xc3\xa8re de voyage.
• Respecter toutes les exigences juridiques standards, y compris en ce qui a trait \xc3\xa0 la formation obligatoire, \xc3\xa0 la conformit\xc3\xa9 et aux sanctions.
• Emp\xc3\xaacher les fraudeurs de r\xc3\xa9server des voyages apr\xc3\xa8s les heures normales en suivant nos protocoles de s\xc3\xa9curit\xc3\xa9 pour les r\xc3\xa9servations en dehors des heures normales.
• R\xc3\xa9pondre aux attentes concernant les objectifs individuels et les objectifs communs de l\xc3\xa9quipe, et appuyer tous les indicateurs de rendement cl\xc3\xa9s de lentreprise. Examiner de fa\xc3\xa7on proactive ses statistiques pour conna\xc3\xaetre son rendement et lam\xc3\xa9liorer.
• Respecter les exigences internes en mati\xc3\xa8re de conformit\xc3\xa9 et de r\xc3\xa9glementation pour lensemble de la client\xc3\xa8le et des emplacements.
• G\xc3\xa9rer le processus de r\xc3\xa9servation du d\xc3\xa9but \xc3\xa0 la fin en assurant l\xc3\xa9mission des billets et lex\xc3\xa9cution des commandes par t\xc3\xa9l\xc3\xa9phone, par messagerie instantan\xc3\xa9e, par courriel ou \xc3\xa0 laide des syst\xc3\xa8mes administratifs et des plateformes de services.

• Travailler dans un milieu de services t\xc3\xa9l\xc3\xa9phoniques dans lequel vous serez responsable des indicateurs de rendement cl\xc3\xa9s (comme la satisfaction de la client\xc3\xa8le), des mesures de productivit\xc3\xa9 cl\xc3\xa9s (p. ex. le respect des lignes directrices relatives aux appels et les statistiques du service dappel), de l\xc3\xa9tablissement de partenariats cl\xc3\xa9s et de laccroissement des ventes des partenaires a\xc3\xa9riens et h\xc3\xb4teliers privil\xc3\xa9gi\xc3\xa9s.
• Travailler dans un environnement de services multicanaux dans lequel vous serez responsable des indicateurs de rendement cl\xc3\xa9s (comme la satisfaction de la client\xc3\xa8le) et des mesures de productivit\xc3\xa9 cl\xc3\xa9s (p. ex. le respect des lignes directrices relatives aux appels et les statistiques du service dappel).
• Utiliser des techniques de service t\xc3\xa9l\xc3\xa9phonique positives; r\xc3\xa9pondre aux demandes sp\xc3\xa9ciales des clients et entretenir dexcellentes relations avec les clients.
• R\xc3\xa9pondre aux besoins en mati\xc3\xa8re de voyage des clients ou des comptes qui vous sont assign\xc3\xa9s, tout en respectant votre calendrier dappel quotidien, et signaler tout \xc3\xa9cart au responsable de lencadrement de votre \xc3\xa9quipe \xc3\xa0 laide de loutil de gestion des effectifs.
• Assurer lencadrement et le perfectionnement des conseillers en voyages moins exp\xc3\xa9riment\xc3\xa9s au sein de l\xc3\xa9quipe, au besoin.
• Faire preuve denthousiasme et de dynamisme au sein de lorganisation et toujours agir conform\xc3\xa9ment aux lignes directrices de lentreprise en mati\xc3\xa8re d\xc3\xa9thique, de valeurs et de conformit\xc3\xa9.

Autres responsabilit\xc3\xa9s

• Effectuer les r\xc3\xa9servations aupr\xc3\xa8s des transporteurs a\xc3\xa9riens ou ferroviaires, des h\xc3\xb4tels et des entreprises de location de voiture par t\xc3\xa9l\xc3\xa9phone, par courriel ou par clavardage.
• Enqu\xc3\xaater sur les r\xc3\xa9servations effectu\xc3\xa9es par les conseillers en voyages et sur les dossiers du passager en ce qui a trait \xc3\xa0 l\xc3\xa9mission des billets, \xc3\xa0 la qualit\xc3\xa9 et \xc3\xa0 lexactitude, aux recours hi\xc3\xa9rarchiques des clients ou au tarif le plus bas (p. ex. dossiers de service \xc3\xa0 la client\xc3\xa8le/repr\xc3\xa9sentation - service \xc3\xa0 la client\xc3\xa8le, d\xc3\xa9fricheur), et prendre les mesures qui simposent au besoin.

Principales comp\xc3\xa9tences et qualit\xc3\xa9s

• Compr\xc3\xa9hension d\xc3\xa9taill\xc3\xa9e des r\xc3\xa8gles relatives aux tarifs et \xc3\xa0 l\xc3\xa9mission de billets pour les voyages routiers et a\xc3\xa9riens et les h\xc3\xa9bergements \xc3\xa0 lh\xc3\xb4tel
• Connaissance et exp\xc3\xa9rience li\xc3\xa9es aux \xc3\xa9l\xc3\xa9ments suivants :
  • R\xc3\xa9servation aupr\xc3\xa8s des h\xc3\xb4tels et des transporteurs a\xc3\xa9riens, ferroviaires et routiers
  • Calcul et traitement des \xc3\xa9changes
  • Grande ma\xc3\xaetrise dau moins un syst\xc3\xa8me mondial de distribution
    • Sabre
• Exp\xc3\xa9rience dans un environnement de service hautement personnalis\xc3\xa9 o\xc3\xb9 le rendement est mesur\xc3\xa9

• Capacit\xc3\xa9 de prendre des d\xc3\xa9cisions solides et courageuses dans le feu de laction au nom du client et du point de vente American Express Voyages daffaires

• Capacit\xc3\xa9 dinteragir avec tous les clients dun certain niveau de prestige au sein de son portefeuille de clients et de les aider
• Approche consultative et proactive, capacit\xc3\xa9 de pr\xc3\xa9voir les besoins du client

• Gestion efficace de tous les canaux de communication (clavardage, courriel, t\xc3\xa9l\xc3\xa9phone) utilis\xc3\xa9s dans le cadre de lemploi
• Souci du d\xc3\xa9tail, capacit\xc3\xa9 de passer en revue tous les aspects de la demande et dy r\xc3\xa9pondre en entier

• Pens\xc3\xa9e strat\xc3\xa9gique, am\xc3\xa9lioration des processus (ce qui apporte de la valeur pour nos clients et American Express Voyages daffaires)

• Aisance \xc3\xa0 g\xc3\xa9rer plusieurs exigences complexes, dont voici quelques exemples :

• Un ou deux syst\xc3\xa8mes mondiaux de distribution, plusieurs pays, processus client ou internes complexes (et non \xc2\xab qui sortent de lordinaire \xc2\xbb)

• Exp\xc3\xa9rience en travail d\xc3\xa9quipe
• Exp\xc3\xa9rience en voyage daffaires et dagr\xc3\xa9ment ou en r\xc3\xa9servation aupr\xc3\xa8s de transporteurs a\xc3\xa9riens
• Passion pour lexcellence en service \xc3\xa0 la client\xc3\xa8le et excellente communication professionnelle
• Souci du d\xc3\xa9tail : capacit\xc3\xa9 dagir avec int\xc3\xa9grit\xc3\xa9 et de traiter avec doigt\xc3\xa9 les renseignements personnels et confidentiels des voyageurs
• Capacit\xc3\xa9 de faire des recherches et de r\xc3\xa9soudre les probl\xc3\xa8mes li\xc3\xa9s au service \xc3\xa0 la client\xc3\xa8le et aux voyageurs de mani\xc3\xa8re autonome ou avec le fournisseur
• Mentalit\xc3\xa9 ax\xc3\xa9e sur la r\xc3\xa9solution de probl\xc3\xa8mes et lam\xc3\xa9lioration des processus
• Capacit\xc3\xa9 de travailler sous pression, avec un sentiment durgence, tout en maintenant une relation professionnelle, en faisant plusieurs t\xc3\xa2ches \xc3\xa0 la fois et en sadaptant aux changements rapidement et de fa\xc3\xa7on professionnelle
• Capacit\xc3\xa9 \xc3\xa0 exercer une influence positive sur l\xc3\xa9quipe et les pairs
• Facilit\xc3\xa9 \xc3\xa0 apprendre et capacit\xc3\xa9 dagir en fonction des commentaires constructifs
• Solide compr\xc3\xa9hension des tendances en mati\xc3\xa8re de voyages et des pratiques exemplaires de lindustrie

-
Overview of Role:
The Traveler Counselor role at GBT is to deliver outstanding travel service experience for our Corporate Business Customers. By working together as a hard-working team, our Travel Counselors provide exceptional traveler care, first call resolution and the highest quality of customer service to GBT corporate clients. It 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 improving supplier revenue.
The role will form part of a highly skilled team of Corporate Travel Counselors 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.
Offering an annual pay incentive to our bilingual French/English Candidates!
Key Responsibilities:

• Act as Travel Advisor and Consultant to most of our Corporate Business accounts.
• Act as the point of sale on all Domestic & International travel requirements, arranging both routine and sophisticated travel for air, rail, car, and Hotel accommodation, applying Global Distribution Systems (GDS), Sabre
• 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
• Aligning with all legal standard requirements, which include mandatory training, compliance and sanctions
• Prevent fraudulent callers from trying to book trips after-hours by following our security protocols for booking after-hours.
• 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
• Handle 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
• 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 Counselor colleagues in the team as needed
• Express passion 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 Counselors reservations/PNR for ticketing, quality/accuracy, client issues 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 GDS
    • Sabre
• Experience working in a high touch service environment where performance is measured

• Individual to make solid decisions on behalf of the customer and GBT point of sale/in the moment; courageous decision making

• Interact and assist all customers of a distinguished level within the client portfolio they are supporting
• Consultative, proactive, anticipate the callers needs

• Adept management of all communication channels (chat/email/telephony) required by the role
• Detail oriented, ability to review all facets of the request and respond fully and completely

• Critical thinking; process improvement, what brings value to our customers and GBT

• Management of multiple and sophisticated requirements fluently, such as (not all but including things like):

• 1-2 GDS, multiple countries, sophisticated client/internal process (versus "out of the ordinary"),

• Experience working in a team
• Background in Business Travel, leisure or airline reservation required
• Passion for Excellence in Client Service and Excellent Professional Communication
• Diligent - 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 mentality
• Able to work under pressure, with a sense of urgency while maintaining a professional rapport and multi-task, accepting and adapting to change quickly and expertly
• Ability to positively influence team and peers
• Learning agility and ability to act on constructive feedback
• Possess a strong understanding of travel trends and industry standard processes

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!