You Lead the Way. We've Got Your Back.With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you'll learn and grow as we help you create a career journey that's unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.At American Express, you'll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company's success. Together, we'll win as a team, striving to uphold our company values and powerful backing promise to provide the world's best customer experience every day. And we'll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.Join Team Amex and let's lead the way together.How will you make an impact in this role?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 worldCreating 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 arrangementsHelping to manage and develop relationships with travel suppliers to ensure premium Card Member experiencesBeing accountable and taking ownership of the Card Members' experience from beginning to endStaying ahead of industry trends and continuously building destination knowledgeServing 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 satisfactionGathering 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 othersParticipating with other team members and pro-actively anticipating customer needs to ensure a transparent and holistic experienceShifts go from Monday to Sunday 09 to 20h.Minimum QualificationsTravel Industry Experience or Luxury/Premium Customer Service Knowledge and ExperiencePrevious travel industry experience is desired and strong appreciation for travel, tourism and luxury productsA minimum of 1 year recent experience in a customer facing premium or luxury service industry/OTA environmentDestination KnowledgeExtensive local knowledge with the existing relationships or ability to cultivate deep relationships with local suppliers of exclusive, premium and luxury events, dining and experiencesCustomer Service and Communication SkillsOur 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.Previous call center experience is preferred.Fluency with Spanish both spoken and written - high proficiency in English is mandatory.Preferred QualificationsGDS and Computer SkillsGDS 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.Sales SkillsSales 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 SkillsTime 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.We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include: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 opportunitiesOffer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
