American Express Careers

Dedicated Travel Advisor

Gurgaon, India

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Job Description

American Express India Business focus on providing payment solutions to our customers by delivering high quality and world class product and services. We make it easier, safer and more rewarding for consumers and businesses to purchase the things they need and for merchants to sell their goods and services through innovative payment, travel and expense management solutions.

Service the Centurion Card member, to deliver the Centurion value proposition and thereby drive engagement and spend via premium Card member experience.

Purpose of the Role:

Provide best in class service & customized solutions to High network individuals (HNIs)/Centurion cardholders through lateral thinking and excellent knowledge of travel & lifestyle choices.

  • Successfully manage & grow the relationship with High Value customers by handling all Travel, Card & Lifestyle aspects of the services
  • Assist Card Members with purchasing merchandise, gifts and flowers and fulfilling the most standard to the most extraordinary request of the Premium Cardholder
  • Close/convert business based on identified customer needs and provide premium customer service to the card members
  • Articulate knowledge about products, services and value proposition to customers especially high-end & luxury
  • Demonstrate emotional intelligence in dealing with high value customer enquiries & in probing customer to determine key requirements & to articulate product relevance
  • Provide outstanding relationship management to the satisfaction of all customers & to a higher level than that of our competitors
  • Contribute to revenue optimization by proactively building customer engagement through outstanding service in order to construct loyalty brand
  • Build a highly engaged relationship with a High Value Premium customer portfolio in a professional manner
  • Demonstrate resilience & maintain composure even under pressure & in the face of frequently changing or competing demands
  • Work on own initiative or as part of a team & to demonstrate positive leadership when influencing colleagues to support changing customer requirements
  • Effectively apply influence & persuasion to drive a positive customer experience
  • Handle customer queries regarding Fares & Ticketing and planning customer travel itineraries
  • Complete travel reservations accurately and effectively within agreed timeframes. 


Business Outcomes:
  • Accurate & timely completion of travel & lifestyle reservations
  • Build relationships with high networth individuals (HNIs) & service their needs effectively through innovative thinking
  • Prioritize & efficiently fulfill customer requests
  • Offer relevant value added propositions using detailed knowledge of customer’s lifestyle & travel choices
  • Provide lifestyle advice such as fine dining, theatre/opera, sporting & musical events recommendations
Leadership Outcomes:
    • Put enterprise thinking first, connect the role’s agenda to enterprise priorities and balance the needs of customers, partners, colleagues & shareholders.
    • Lead with an external perspective, challenge status quo and bring continuous innovation to our existing offerings
    • Demonstrate learning agility, make decisions quickly and with the highest level of integrity
    • Lead with a digital mindset and deliver the world’s best customer experiences every day
Past Experience:
  • 5-7 years of experience in travel industry 
Academic Background:
  • Graduate / Diploma holder
Functional Skills/Capabilities:
  • Knowledge of high-end, luxury travel & lifestyle products, services & value propositions
  • People Management
  • Time Management
  • Workload Management
Problem solving skills:
  • Knowledge of fares & ticketing including RTW & complex fares Preferred:
  • Supplier product knowledge Travel
  • Elementary Global Distribution System (GDS) skills
Knowledge of Platforms:
  • MS office suits (Excel, Word, Powerpoint, Access) Preferred: Travel
  • GDS Platforms: Amadeus, Sabre
Enterprise Leadership Behaviors:
  • Set The Agenda: Define What Winning Looks Like, Put Enterprise Thinking First, Lead with an External Perspective
  • Bring Others With You: Build the Best Team, Seek & Provide Coaching Feedback, Make Collaboration Essential
  • Do It The Right Way: Communicate Frequently, Candidly & Clearly, Make Decisions Quickly & Effectively, Live the Blue Box Values, Great Leadership Demands Courage  

ReqID: 19011055
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Jun 19, 2019, 1:15:25 AM
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