Join the World's Largest Travel Management Company as a Virtual Call Center Agent
American Express Global Business Travel (Amex GBT) is a dynamic and inclusive organization where colleagues are inspired by travel as a force for good. As a leading player in the travel industry, we offer a collaborative culture where your voice is valued, and your work can make a significant impact. We're committed to helping our colleagues achieve success and providing opportunities for growth and development.
About the Role
We're excited to offer a virtual Call Center Agent opportunity for bilingual French/English speakers in Canada. As a Call Center Agent, you will be the primary point of contact for our customers, providing exceptional service and support for their travel needs. This is a fantastic chance to start or advance your career in the travel industry with a global leader.
Key Responsibilities
- Handle inbound calls from customers to assist with booking their travel needs, resolving inquiries at the first point of contact.
- Utilize our telephony system and soft phone application to log calls precisely and efficiently.
- Educate customers on our products, programs, and services, including flights and hotels.
- Handle customer service escalations and strive for first-call resolution.
- Provide technical and online navigational support, troubleshooting issues as they arise.
- Use online and internal resources to ensure interactions are accurate and compliant with business processes and loyalty program rules.
- Manage multiple tools, booking, and redemption platforms.
- Process flight exchanges, refunds, schedule changes, and manual calculations.
- Service clients across the globe, with a predominant focus on our North American clientele.
- Manage emails and remain current with industry advancements, loyalty training, and reference materials.
- Demonstrate proficiency in Microsoft applications and internet skills.
- Meet scorecard metrics to measure individual and team performance.
Essential Qualifications and Skills
- Minimum 45 WPM typing proficiency.
- Recent computer and application skills, including basic word skills, internet browsing, and Outlook.
- 1+ year of experience working in a busy call center environment.
- Aptitude for and adaptability to current technology and applications.
- Strong math skills, including understanding percentages and taxes.
- High level of customer service skills, including empathy, effective listening, persuasive speaking, adaptability, and patience.
- Proactive problem-solving and decision-making skills.
- Collaborative, team-oriented, respectful, and professional demeanor.
- Proficiency in spoken and written English and French.
- High School Diploma or GED Equivalent.
- Travel Diploma is an asset.
What We Offer
At Amex GBT, we're committed to creating an environment where everyone feels valued and supported. Our benefits and perks include:
- Flexible benefits tailored to each country, including health and welfare insurance plans, retirement programs, parental leave, and adoption assistance.
- Travel perks, with a choice of deals each week from major travel providers.
- Global tuition assistance, access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.
- Diversity, Equity, and Inclusion initiatives, including global Inclusion Groups.
- Wellbeing resources to support mental and emotional health for you and your immediate family.
Company Culture and Values
At Amex GBT, we're dedicated to fostering a culture of inclusivity, respect, and collaboration. We believe in providing opportunities for growth and development, and we're committed to supporting our colleagues' wellbeing. Our values are centered around:
- Championing Diversity, Equity, and Inclusion in every aspect of our business.
- Creating an environment where everyone feels like they belong.
- Providing flexible benefits and perks that support work-life balance.
- Fostering a culture of continuous learning and development.
Career Growth Opportunities
As a Call Center Agent at Amex GBT, you'll have opportunities to develop your skills and advance your career. Our global tuition assistance program and access to over 20,000 courses on our learning platform will help you stay ahead in the industry. You'll also have the chance to take on new challenges and move into new roles within the company.
Work Environment
This is a virtual role, and we'll provide all the necessary equipment for you to work from home. You'll be part of a dynamic team and have the opportunity to collaborate with colleagues from around the world.
Compensation and Benefits
While we can't disclose specific compensation details, we can assure you that our package is competitive and includes a range of benefits and perks. We're committed to providing a fair and inclusive compensation structure that reflects our values.
Equal Opportunities
At Amex GBT, we're committed to maintaining an equal-opportunity environment free from intimidation, harassment, or bias. We welcome applications from all qualified candidates, regardless of age, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, veteran status, citizenship, or marital status.
How to Apply
If you're passionate about delivering exceptional customer service and are looking for a new challenge, we encourage you to apply. Don't worry if you don't meet every requirement – we're looking for talented individuals who share our values and are excited about the opportunity to join our team.
To learn more about Amex GBT and our current opportunities, please visit our careers page.
We look forward to hearing from you!
Apply Now