Corporate Travel Consultant Bilingual (french/english)

Remote, Canada

Job Description



Amex GBT is a place where colleagues find inspiration in travel as a force for good and \xe2\x80\x93 through their work \xe2\x80\x93 can make an impact on our industry. We\xe2\x80\x99re 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 \xe2\x80\x93 service apr\xc3\xa8s les heures normales
Le conseiller en voyages du service apr\xc3\xa8s les heures normales d\xe2\x80\x99American Express Voyages d\xe2\x80\x99affaires a pour r\xc3\xb4le d\xe2\x80\x99offrir une exp\xc3\xa9rience de service de voyage exceptionnelle \xc3\xa0 nos clients d\xe2\x80\x99affaires. 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 d\xe2\x80\x99affaires d\xe2\x80\x99American Express Voyages d\xe2\x80\x99affaires. Il s\xe2\x80\x99agit d\xe2\x80\x99un environnement de service hautement personnalis\xc3\xa9 dans lequel vous serez v\xc3\xa9ritablement responsable de la relation de service et de l\xe2\x80\x99exp\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 d\xe2\x80\x99une \xc3\xa9quipe hautement qualifi\xc3\xa9e de conseillers en voyages d\xe2\x80\x99affaires qui travaillent virtuellement de la maison, dans l\xe2\x80\x99un de nos centres de voyages d\xe2\x80\x99affaires ou sur place dans les bureaux des clients. Le titulaire de ce poste rel\xc3\xa8vera du responsable de l\xe2\x80\x99encadrement de l\xe2\x80\x99\xc3\xa9quipe.
Principales responsabilit\xc3\xa9s

  • Parler couramment l\xe2\x80\x99anglais 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 d\xe2\x80\x99entreprise 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 l\xe2\x80\x99h\xc3\xa9bergement \xc3\xa0 l\xe2\x80\x99h\xc3\xb4tel \xc3\xa0 l\xe2\x80\x99aide d\xe2\x80\x99un 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 d\xe2\x80\x99autres 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\xe2\x80\x99\xc3\xa9quipe, et appuyer tous les indicateurs de rendement cl\xc3\xa9s de l\xe2\x80\x99entreprise. Examiner de fa\xc3\xa7on proactive ses statistiques pour conna\xc3\xaetre son rendement et l\xe2\x80\x99am\xc3\xa9liorer.
  • Respecter les exigences internes en mati\xc3\xa8re de conformit\xc3\xa9 et de r\xc3\xa9glementation pour l\xe2\x80\x99ensemble 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\xe2\x80\x99\xc3\xa9mission des billets et l\xe2\x80\x99ex\xc3\xa9cution des commandes par t\xc3\xa9l\xc3\xa9phone, par messagerie instantan\xc3\xa9e, par courriel ou \xc3\xa0 l\xe2\x80\x99aide 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 d\xe2\x80\x99appel), de l\xe2\x80\x99\xc3\xa9tablissement de partenariats cl\xc3\xa9s et de l\xe2\x80\x99accroissement 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 d\xe2\x80\x99appel).
  • Utiliser des techniques de service t\xc3\xa9l\xc3\xa9phonique positives; r\xc3\xa9pondre aux demandes sp\xc3\xa9ciales des clients et entretenir d\xe2\x80\x99excellentes 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 d\xe2\x80\x99appel quotidien, et signaler tout \xc3\xa9cart au responsable de l\xe2\x80\x99encadrement de votre \xc3\xa9quipe \xc3\xa0 l\xe2\x80\x99aide de l\xe2\x80\x99outil de gestion des effectifs.
  • Assurer l\xe2\x80\x99encadrement et le perfectionnement des conseillers en voyages moins exp\xc3\xa9riment\xc3\xa9s au sein de l\xe2\x80\x99\xc3\xa9quipe, au besoin.
  • Faire preuve d\xe2\x80\x99enthousiasme et de dynamisme au sein de l\xe2\x80\x99organisation et toujours agir conform\xc3\xa9ment aux lignes directrices de l\xe2\x80\x99entreprise en mati\xc3\xa8re d\xe2\x80\x99\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\xe2\x80\x99\xc3\xa9mission des billets, \xc3\xa0 la qualit\xc3\xa9 et \xc3\xa0 l\xe2\x80\x99exactitude, 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 \xe2\x80\x93 service \xc3\xa0 la client\xc3\xa8le, d\xc3\xa9fricheur), et prendre les mesures qui s\xe2\x80\x99imposent 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\xe2\x80\x99\xc3\xa9mission de billets pour les voyages routiers et a\xc3\xa9riens et les h\xc3\xa9bergements \xc3\xa0 l\xe2\x80\x99h\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 d\xe2\x80\x99au 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 l\xe2\x80\x99action au nom du client et du point de vente American Express Voyages d\xe2\x80\x99affaires
  • Capacit\xc3\xa9 d\xe2\x80\x99interagir avec tous les clients d\xe2\x80\x99un 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 l\xe2\x80\x99emploi
  • Souci du d\xc3\xa9tail, capacit\xc3\xa9 de passer en revue tous les aspects de la demande et d\xe2\x80\x99y 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 d\xe2\x80\x99affaires)
  • 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 l\xe2\x80\x99ordinaire \xc2\xbb)
  • Exp\xc3\xa9rience en travail d\xe2\x80\x99\xc3\xa9quipe
  • Exp\xc3\xa9rience en voyage d\xe2\x80\x99affaires et d\xe2\x80\x99agr\xc3\xa9ment ou en r\xc3\xa9servation aupr\xc3\xa8s de transporteurs a\xc3\xa9riens
  • Passion pour l\xe2\x80\x99excellence en service \xc3\xa0 la client\xc3\xa8le et excellente communication professionnelle
  • Souci du d\xc3\xa9tail : capacit\xc3\xa9 d\xe2\x80\x99agir 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 l\xe2\x80\x99am\xc3\xa9lioration des processus
  • Capacit\xc3\xa9 de travailler sous pression, avec un sentiment d\xe2\x80\x99urgence, tout en maintenant une relation professionnelle, en faisant plusieurs t\xc3\xa2ches \xc3\xa0 la fois et en s\xe2\x80\x99adaptant aux changements rapidement et de fa\xc3\xa7on professionnelle
  • Capacit\xc3\xa9 \xc3\xa0 exercer une influence positive sur l\xe2\x80\x99\xc3\xa9quipe et les pairs
  • Facilit\xc3\xa9 \xc3\xa0 apprendre et capacit\xc3\xa9 d\xe2\x80\x99agir en fonction des commentaires constructifs
  • Solide compr\xc3\xa9hension des tendances en mati\xc3\xa8re de voyages et des pratiques exemplaires de l\xe2\x80\x99industrie

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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 don\xe2\x80\x99t meet every requirement? If you\xe2\x80\x99re passionate about our mission and believe you\xe2\x80\x99d be a phenomenal addition to our team, don\xe2\x80\x99t worry about \xe2\x80\x9cchecking every box;" please apply anyway. You may be exactly the person we\xe2\x80\x99re looking for!

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Job Detail

  • Job Id
    JD2257395
  • Industry
    Not mentioned
  • Total Positions
    1
  • Job Type:
    Full Time
  • Salary:
    Not mentioned
  • Employment Status
    Permanent
  • Job Location
    Remote, Canada
  • Education
    Not mentioned