Specialized Corporate Travel Counselor - Canada (V06)

Specialized Corporate Travel Counselor - Canada (V06)

18 Nov
American Express Global Business Travel

18 Nov

American Express Global Business Travel


Overview of Role:

The Traveler Counsellor role at GBT is to deliver exceptional travel service experience for our Corporate and Business Travel Customers. By working together as a high performing 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 maximizing supplier revenue.

The role will form part of a highly skilled team of Corporate Travel Counsellors located virtually from home.

Key Responsibilities:

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 travel requirements, arranging both routine and complex domestic and international business travel for air, road, rail and accommodation, utilizing various Global Distribution Systems (GDSs) (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

Complying with all legal standard requirements, which include mandatory training, compliance and sanctions

Deliver expectations on individual/shared team goals and support all business Key Performance Indicators. Proactively access Compass to check on and improve performance

Ensure customer travel profiles are detailed and accurate, following 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.


Canada - Ontario - Virtual Location

It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.

GBT Recruitment Privacy Statement

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