Travel and Lifestyle Counselor

hace 5 meses

Madrid, España Amex A tiempo completo

**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 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 ch

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