Travel & Lifestyle Counselor

hace 4 semanas

Madrid, España Amex A tiempo completo

**You Lead The Way. We’ve Got Your Back**

At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what’s possible — and we’re proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day. We back our colleagues with the support they need to thrive, professionally and personally. That’s why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

How will you make an impact in this role?
- Serving as “Travel Masters” who can provide expert consultation and advice on top destinations around the world
- Creating 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 arrangements
- Helping to manage and develop relationships with travel suppliers to ensure premium Card Member experiences
- Being accountable and taking ownership of the Card Members’ experience from beginning to end
- Staying ahead of industry trends and continuously building destination knowledge
- Serving 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 satisfaction
- Crafting memorable experiences through knowledge of destination specific experiences in food and restaurants, exclusive clubs, adventures, concerts and other premium venues
- Gathering and sharing local content through knowledge platforms, and manage relationships with top restaurants and other destinations.
- Actively participate and knowledgeable in the local cultural events, restaurants, clubs, etc.
- Acting as the expert “feet on the ground” to drive real insights, supporting high-touch servicing.
- 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 others
- Participating with other team members and pro-actively anticipating customer needs to ensure a transparent and holistic experience

**Minimum Qualifications**

Travel Industry Experience or Luxury/Premium Customer Service Knowledge and Experience
- Previous travel industry experience is desired and Strong appreciation for travel, tourism and luxury products
- A minimum of 1 year recent experience in a customer facing premium or luxury service industry.

Destination Knowledge
- Extensive local knowledge with the existing relationships or ability to cultivate deep relationships with local suppliers of exclusive, premium and luxury events, dining and experiences

Customer Service and Communication Skills
- Our 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.
- Previous call center experience is preferred.
- Expert native language ability Spanish is required (English mandatory).

**Preferred Qualifications**
- GDS and Computer Skills
- GDS or computer reservations experience is preferred.
- 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 Skills
- Sales 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 Skills
- Time 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

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