Travel Counsellor

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Job Description


This is a Band 28 requisition.


American Express is a global services company and the world’s largest card issuer. Our direct relationships with many millions of consumers, businesses and merchants worldwide—combined with our leading edge marketing, information management and rewards capabilities—enable us to offer an array of valuable services that enrich lives, build business success, encourage financial responsibility and create communities of people with common interests

American Express for 9th consecutive year has been voted among India’s top 10 workplaces by the Great Place to Work institute. In recognition of our consistent performance, we were nominated to the Great Place to Work “Hall of Fame”.

At American Express, we serve customers, not transactions. We’re widely known for providing superior customer service and have been recognized for a number of achievements including being ranked highest in customer satisfaction within the credit card industry by J.D. Power for seven consecutive years.

A career at American Express is rich in experience and offers opportunities to build lasting relationships with our customers.

Come join us and realize your potential.

Job Responsibilities

• To successfully manage & grow the relationship with a portfolio of High Value Centurion customers by handling all Travel, Card & Lifestyle aspects of the Centurion service.

• To pro-actively maintain regular contact with customers and to use detailed knowledge of customer’s lifestyle choices to offer relevant Centurion value added propositions.

• To provide outstanding relationship management to the satisfaction of all customers & to a higher level than that of our competitors.

• To complete travel & lifestyle reservations accurately and effectively, either at point of contact, or within MTS location, within agreed timeframes.

• Significantly contribute to revenue optimization by proactively building customer engagement through   outstanding service in order to construct loyalty brand. This role may be subject to additional background   verification checks.

This role may be subject to additional background verification checks


  • Qualifications:
    • Graduate with 5-7 years of Premium Travel Experience. KNOWLEDGE
    • Ability to articulate knowledge about products, services and value proposition to customers especially high-end & luxury.
    • Ability to use travel reservation software applications.
    • F2F situation management as well as office based.
    • Ability to communicate effectively using a variety of mediums(F2F,Telephone, fax, e-mail, SMS).
    • Excellent Experience in a Travel Consultant role including expertise in travel  geography and destinations around the world (desired).
    • Prior sales experience strongly encouraged.
    • Fares and Ticketing knowledge – including RTW and complex fares.
    • Confident of compliance regulations in an off site environment. SKILLS
    • Excellent oral and written communication skills.
    • Outstanding listening skills and capacity to articulate effective actions based on customer identified needs and profile.
    • Ability to build a highly engaged relationship with a High Value Premium customer portfolio in a professional manner.
    • Personal sales and Relationship Management background through strong personal presence
    • Ability to work on own initiative or as part of a team & to demonstrate positive leadership when influencing colleagues to support changing customer requirements.
    • Must be presentable & professional as well as being able to work effectively unsupervised.
    • Demonstrates resilience & maintains composure even under pressure & in the face of frequently changing or competing demands, in both F2F and non-F2F environments.
    • Ability to drive customer loyalty by proactively maximizing on opportunities to develop customer’s emotional & rational brand affinity.
    • Ability to effectively apply influence & persuasion to drive a positive customer experience.
    • Demonstrates emotional intelligence in dealing with high value customer enquiries & in probing customer to determine key requirements & to articulate product relevance.
    • Strong research/information gathering skills with the ability to think creatively & problem solve under pressure.
    • Superior attention to detail & accuracy.
    • Time & workload management skills including prioritizing and responding promptly to customer calls and requests when away from the office or in MTS location.
    • Demonstrates creative problem solving and decision making to both customer & organizational advantage.

ReqID: 19020036
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Nov 11, 2019, 11:43:21 AM