American Express Careers

Travel Team Leader

Shanghai, China

Job Description

Job Description
Position Summary 

This position will be responsible for the travel service team. The team will consist of about 10-12 travel counselors and will serve our premium card members in the areas of (1) booking air tickets using, 

(2) servicing hotel bookings/requests within the designated hotel programs. 

• Managing staff resources including recruitment, employee development and handling performance management process for all team members. 

• Oversee daily operations and address any issues or problems. 

• Ensure best work practices are adhered to by managing Quality Control errors and Airline Debit Memo (ADM). 

• Ensure service levels are met by analyzing call statistics and managing resources accordingly. 

• Handle escalated customer issues with a view to immediate resolution. 

• Provide updates on the business unit to Travel Manager and BD team on a regular basis and co-ordinate monthly team meetings.


“Please note, salary increases in case of a lateral move are provided only on an exception basis and in line with compensation guidelines.”


Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.


Required Qualifications

• Minimum bachelor degree 

• Strong communication skills in both written and oral English and Chinese (Mandarin). 

• Extensive working knowledge of travel industry / air industry / accounting practices 

• Strong time management, organizational and interpersonal skills 

• Experience in leading and managing others, coaching, leadership and motivational skills. • Ability to meet deadlines and works well under pressure in a professional and efficient manner. 

• Commitment to customer service. 

• Prior experience in travel industry / air industry environment preferable.

ReqID: 19015653
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Aug 19, 2019, 8:20:19 PM