Job Description
Job details
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Job type
Full-time
Shift and schedule
Weekend availability
Night shift
Full 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. We’re 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.
Job Description
Overview of Role:
The Traveler Counsellor role at GBT is to deliver exceptional travel service experience for our Corporate Business Customers. By working together as a hard-working team, our Travel Counsellors provide exceptional traveler care, first call resolution and the highest quality of customer service to GBT corporate clients. It is a high touch service environment, 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 Counsellors 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.
Key Responsibilities:
Operating in a 24 hour a day, 7 days a week team, with variable shift opportunities for days, nights and weekends.
Act as Travel Advisor and Consultant to a single or multiple Corporate Business accounts with the willingness to jump in and flexibility in shifts to meet client needs
Act as the point of sale on all Domestic & International travel requirements, arranging both routine and complex travel for air, rail, car, and Hotel accommodation, applying one or multiple Global Distribution Systems (GDS), Sabre, Apollo, Galileo, Amadeus.
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 required training, compliance and sanctions
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
Manage the end-to-end booking process through the ticketing and order fulfillment, either over the telephone, via messaging or via 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 Counsellor colleagues in the team as needed
Express enthusiasm 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 Counsellors reservations/PNR for ticketing, quality/accuracy, client partner concerns 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 one or multiple GDS
Sabre, Apollo, Galileo, Amadeus
Experience working in a high touch service environment where performance is measured
Experience working in a team
Background in Business Travel, leisure or airline reservation required
Passion for Excellence in Client Service
Excellent Professional Communication – both written and verbal
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 demeanor
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 methodologies
Location
India - Haryana - Gurgaon
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.
Get mental and emotional health support for you and your immediate family through one-on-one professional counseling sessions, on-demand webinars, and crisis support.
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 reimbursement, 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.
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), ****** 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’t meet every requirement? If you’re passionate about our mission and believe you’d be a phenomenal addition to our team, don’t worry about “checking every box;" please apply anyway. You may be exactly the person we’re looking for!
Hiring Insights
Job activity
Posted Today
American Express Global Business Travel
No matching job preferences
Job type
Full-time
Shift and schedule
Weekend availability
Night shift
Full 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. We’re 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.
Job Description
Overview of Role:
The Traveler Counsellor role at GBT is to deliver exceptional travel service experience for our Corporate Business Customers. By working together as a hard-working team, our Travel Counsellors provide exceptional traveler care, first call resolution and the highest quality of customer service to GBT corporate clients. It is a high touch service environment, 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 Counsellors 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.
Key Responsibilities:
Operating in a 24 hour a day, 7 days a week team, with variable shift opportunities for days, nights and weekends.
Act as Travel Advisor and Consultant to a single or multiple Corporate Business accounts with the willingness to jump in and flexibility in shifts to meet client needs
Act as the point of sale on all Domestic & International travel requirements, arranging both routine and complex travel for air, rail, car, and Hotel accommodation, applying one or multiple Global Distribution Systems (GDS), Sabre, Apollo, Galileo, Amadeus.
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 required training, compliance and sanctions
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
Manage the end-to-end booking process through the ticketing and order fulfillment, either over the telephone, via messaging or via 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 Counsellor colleagues in the team as needed
Express enthusiasm 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 Counsellors reservations/PNR for ticketing, quality/accuracy, client partner concerns 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 one or multiple GDS
Sabre, Apollo, Galileo, Amadeus
Experience working in a high touch service environment where performance is measured
Experience working in a team
Background in Business Travel, leisure or airline reservation required
Passion for Excellence in Client Service
Excellent Professional Communication – both written and verbal
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 demeanor
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 methodologies
Location
India - Haryana - Gurgaon
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.
Get mental and emotional health support for you and your immediate family through one-on-one professional counseling sessions, on-demand webinars, and crisis support.
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 reimbursement, 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.
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), ****** 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’t meet every requirement? If you’re passionate about our mission and believe you’d be a phenomenal addition to our team, don’t worry about “checking every box;" please apply anyway. You may be exactly the person we’re looking for!
Hiring Insights
Job activity
Posted Today
American Express Global Business Travel
💡 Quick Summary
Seeking a career-building opportunity? The Travel Counselor | Backend position is now open for candidates interested in the MIS Executive sector. This role in Gurgaon offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in MIS Executive is a plus.
