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Key skills for this role
People (75%)
Lead and coach a team of Travel Counselors
Provide regular, documented coaching and feedback to team members
Investigate service and quality errors with a curious mentality, and provide helpful feedback
Collaborate with HR to determine performance ratings and action plans in alignment with Amex GBT standards
Facilitate account-specific onboarding and training for new hires after the initial centralized Traveler Care training program is complete
Collaborate with fellow team coaches - share information, achievements, and issues
Listen to calls as required to validate service levels and compliance standards
Customer (25%)
Be the voice of Traveler Care for new technological implementations
Participate in meetings with commercial client management partners when necessary, providing operational information needed for customer-facing conversations
Research and resolve client service concerns; develop strategy and craft messaging for the Traveler Care team and commercial peers
Analyze, act, and communicate results on CSAT performance
Keep the team informed on changes to client travel policies
Collaborate with Team Operations to achieve and exceed client expectations based on contractual service level requirements
Previous leadership experience
Excellent listening skills and curious mentality
Customer service oriented
Sabre and/or Apollo experience preferred
Salesforce (case e-mail) experience a plus
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Experience making data-driven decisions and achieving financial and service targets
Location
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 wellbeing resources to support you and your immediate family .
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 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 Inclusion in every aspect of our business at Amex 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.
And much more!
A ll applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law.
Click Here for Additional Disclosures in Accordance with the LA County Fair Chance Ordinance.
Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process. For details regarding how we protect your data, please consult the Amex GBT Recruitment Privacy Statement .
Verified company details for this employer are not available yet.
Full-time
Mid
Onsite
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