Travel Customer Service Representative, Global Business Travel

Company Name:
American Express
## Description
Positioned at the intersection of commerce and travel, American Express Global Business Travel offers its customers a comprehensive network, service dependability, and deep insight to help move people and businesses forward. American Express Global Business Travel provides leading travel solutions, integrated consulting services, proprietary research, and end-to-end meetings and events capabilities. These innovative offerings enable customers to optimize the return on their travel and meetings investments. Learn more at .
American Express Global Business Travel is part of one of the world's largest travel agency networks with locations in 139 countries worldwide.
This individual will play a key role in driving customer satisfaction for one of our high profile clients. The ideal candidate will work closely with the American Express GBT Manager, Team Leaders, and staff to quickly resolve customer service issues, identify root causes, and develop strategies to prevent recurring issues. The candidate will also have daily interface with the Client Travel Manager and travelers as they work to resolve issues and build rapport.
Candidate must have a demonstrated drive to develop and execute a winning strategy; create a vision, and execute on tactics through established goals and actions plans. Ideal candidate will have proven decision-making and problem solving abilities, as well as organizational relationship, communication and project management skills. Must have the ability to collaborate with and influence others to achieve success. Extensive experience in travel, functional knowledge of American Express GBT products such as: @work, PRDS, Saturn. Must have a solid proficiency in PC software skills such as Microsoft Office (Advanced Excel skills, PowerPoint and Word).
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
## Qualifications
The Ideal Candidate will possess:
Five plus years of travel experience, in a client facing role.
Ability to handle the end to end resolution of post trip customer service issues. Communicate issue outcomes to the customer and/or Client Travel Manager.
Provide ongoing root cause analysis of issues and strategies for prevention.
Utilize GCSI Database to log and report on CSI/Write off data and have the knowledge to process payouts due to the customer.
Analytical and creative approach to condense large amounts of information into a clear, concise message; will create performance reports of the client's internal customer satisfaction survey.
Collaborate with the Leadership Team to create and drive strategy.
Drive results by operating with a sense of urgency, employing effective time management to deliver results within deadlines for on-going improvement.
Experience researching debit memos.
Supports client BTA Reconciliation process (non American Express BTA).
Support the Amex Manager and Team Leader in interpreting client travel policy.
Additional skills:
Extensive Apollo GDS knowledge
Airline Industry Rules/Regulations
Microsoft Office Products
PRDS Process
Arc Compass
BTA recon process (non American Express Card)
Debit Memos data base
Rez One plus
WIL Database
AXIS @ Work (plus)
The schedule for this position is Monday-Friday, 9am-6pm ET.
Axcess@Home Requirements:
Dedicated work space must be within own residence and that follows the ergonomic and safety guidelines for performing travel counselor duties
Axcess@Home Agent is responsible for supplying their own furniture; desk with lockable drawer or separate lockable file cabinet, chair, document shredder, smoke detector in proximity of work area, and fire extinguisher
Axcess@Home Agent must complete Flexible Work Arrangement Application and Agreement
Axcess@Home Agent must complete and meet the requirements of the Work Environment and Safety Assessment
High speed internet capability with at least 10 Mbps download and 1 Mbps upload speeds: DSL or Cable (no wireless or satellite ISP's are permitted)
American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, national origin, protected veteran status, disability status, or any other status protected by law.
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Job: Travel
Primary Location: United States
Other Locations: US-New Jersey
Schedule: Full-time
Job Posting: Jul 21, 2014, 10:35:19 AM
Req ID: 14010929

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