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.
American Express Global Business Travel (GBT) equips companies of all sizes with the insights, tools, services and expertise they need to keep their travelers informed, focused and productive while on the road. With approximately 18,000 employees and operations in nearly 140 countries worldwide, American Express GBT empowers customers to take control of their travel programs, optimizing the return on their travel and meetings investments, while, more importantly, providing extraordinary traveler care.
Were moving faster than ever and introducing new products, services, and strategies that will revolutionize the travel industry and bring greater value to our business customers. Our clients success expands our success, so we put our heart and soul into helping our clients achieve results that exceed all expectations. As the worlds largest travel management company, we are continuing to build alliances with key travel leaders and suppliers throughout the world, strengthening our position as a quality provider to companies of all sizes. Get ready to make impressions that will last.
Key Responsibilities:

• Handling inbound calls from customers to assist with booking their travel needs as well as support merchandise/gift card/rewards point redemption processes (everything from redeeming collected points for the latest tech toy to assisting a customer in lowering their mortgage bill or paying off their credit card with rewards)
• Resolve customer inquiries at the first point of contact
• Addressing and clearing out voicemail by returning calls
• Voice, Email & Chat support
• Ability to support multiple accounts, each with their own dedicated tools and technology
• Usage of telephony system & soft phone application involving precise logging
• Educate customers on products, programs, and services such as flights, hotels, gift cards and merchandise
• 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
• 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

Key Qualifications:

• Typing proficiency: 45 WMP
• Aptitude for and quickly adaptable to current technology and applications
• Flexibility: Shift work in a virtual call center environment, open 7 days a week until midnight EST.
• Weekly hours of work may fluctuate between 30 - 40 hours
• 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
  • Additional language skills; French and or Spanish an asset.

AmexGBT is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, family or parental status, gender identity.

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.
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  Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.
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  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.
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  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.
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  Wellbeing resources to support mental and emotional health for you and your immediate family.
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  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!