Counselor II-Consumer Travel - English &… at American… · Madrid

Global Servicing (GS) oversees consumer travel and concierge experiences, all card customer service functions for the company’s global consumer, banking, merchant, and commercial customers, as well as the key enablement functions that power our products and services. GS provides the world’s best customer experience every day by building on Amex’s 175-year legacy of service excellence, leveraging new technologies and capabilities to drive transformation, and bringing a human touch to each customer interaction.

Responsibilities

As a Travel and Lifestyle Consultant, you will be responsible for:

• Serving as “Travel Masters” who can provide expert consultation and advice on top destinations around the world.
• Creating memorable travel experiences for our Card Members by booking leisure travel with a key focus in Spain and international destination air, car and hotel travel arrangements.
• Helping to manage and develop relationships with travel suppliers to ensure premium Card Member experiences.
• Being accountable and taking ownership of the Card Members’ experience from beginning to end.
• Staying ahead of industry trends and continuously building destination knowledge.
• Serving as “Destination Concierges” who have up-to-date insider knowledge and secure access to exclusive, local hot-spots.
• Efficient and effective completion of requests around our card member’s true needs and requirements to drive first-contact resolution and increase satisfaction.
• Gathering and sharing local content through knowledge platforms, and manage relationships with top restaurants and other destinations.
• Gathering and sharing local content through knowledge platforms.
• Creating innovative ways to resolve Card Members’ issues or concerns to win their loyalty and travel spend; ultimately making loyal enthusiast out of the customer, so they will recommend American Express Travel to others.
• Participating with other team members and pro-actively anticipating customer needs to ensure a transparent and holistic experience.
• Shifts go from Monday to Sunday 09 to 20h.

Qualifications

Minimum qualifications

• Travel Industry Experience or Luxury/Premium Customer Service Knowledge and Experience
• Previous travel industry experience is desired and strong appreciation for travel, tourism and luxury products
• A minimum of 1 year recent experience in a customer facing premium or luxury service industry/OTA environment
• Destination Knowledge
• Extensive local knowledge with the existing relationships or ability to cultivate deep relationships with local suppliers of exclusive, premium and luxury events, dining and experiences
• Customer Service and Communication Skills
• Our customers have very different requirements from call-to-call so you will need to be able to identify these through the rapport you build and confidently match products and services to meet their needs and exceed their expectations
• The ability to communicate with our customers is vital to your success in this role. It is important to be able to adapt your approach to the customer, providing personal insight and building a strong rapport. Your customer interaction will mainly be on the phone but strong written skills via e-mail are also very important
• Fluency with Spanish both spoken and written - high proficiency in English is mandatory.

Preferred qualifications

• GDS and Computer Skills
• GDS or computer reservations experience is preferred
• You must be IT literate as you will need to be able to understand and use Internet search sites and e-mail, in addition to the GDS and other in-house systems. There is a great deal of multi-tasking involved in these roles and your ability to quickly and confidently navigate a number of systems at once will be vital
• Research / information gathering and problem solving skills are essential, you will deal with a wide variety of inquiries so your ability to ‘think on your feet’ and provide in-depth solutions quickly and efficiently is essential
• Previous call center experience is preferred

Sales Skills

• Sales experience will be beneficial so that you can cross-sell relevant products and services
• Effective consultative selling skills and the ability to listen to the customers’ needs, in turn offering confident recommendations, resulting in high satisfaction from the customer with the service they received

Other Skills

• Time management skills are vital – due to the multi-tasking nature of the role, you will need to be re-prioritizing your workload regularly in order to meet your deadlines
• The ability to adapt to an ever changing environment and being resilient
• Must have a ‘can-do attitude’, curiosity and a healthy competitiveness
• Willingness to accept frequent feedback and coaching with an openness to incorporate these changes in service style

Non-considerations for sponsorship:

Employment eligibility to work with American Express in the UK is required as the company will not pursue visa sponsorship for these positions.

About the Team

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• Competitive base salaries
• Bonus incentives
• Support for financial-well-being and retirement
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
• Generous paid parental leave policies (depending on your location)
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
• Free and confidential counseling support through our Healthy Minds program
• Career development and training opportunities

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

About the Company

At American Express, our culture is built on a 175-year history of innovation, shared valuesand Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

As part of Team Amex, you’ll experience our powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.