Talent Acquisition at American Express
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American Express - Travel Counselor - Customer Service (3-6 yrs)
Key responsibility areas:
- To successfully manage & grow the relationship with High Value customers by handling all Travel, Card & Lifestyle aspects of the services.
- To close/convert business based on identified customer needs and provide premium customer service to the card members.
- Ability to articulate knowledge about products, services and value proposition to customers especially high-end & luxury.
- Handling customer queries regarding Fares & Ticketing and planning customer travel itineraries.
- To complete travel & lifestyle reservations accurately and effectively within agreed timeframes.
- Ability to communicate effectively using a variety of mediums (telephone and E-mail).
- To pro-actively maintain regular contact with customers and to use detailed knowledge of customer's lifestyle choices to offer relevant value added propositions.
- Demonstrates emotional intelligence in dealing with high value customer enquiries & in probing customer to determine key requirements & to articulate product relevance
- Time & workload management skills including prioritizing and responding promptly to customer calls and requests.
Qualifications:
- Graduate with minimum 3+ years of relevant experience.
- Excellent oral and written communication skills.
- Elementary GDS Skills like Amadeus, sabre, etc. preferred.
- Knowledge of Fares and Ticketing, Destination/Geographical knowledge and Supplier Product knowledge preferred.
- Prior sales experience strongly encouraged.
- Experience in showcasing outstanding customer service.
Shifts:
- Shift-24- 7 (rotational)
- 5 Days working/ no fixed offs
Perks offered:
- Global Agent Stay program: Our consultants are provided an educational global agent's stay program which is across our preferred properties to equip them better for delivering outstanding experience to our customers.
- Performance based incentives.
Rewards & Recognition:
- Customer Service Award
- Pacesetter Award
- Big Leap Program
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