Customer Travel Support Agent

Job Description

From our high employee satisfaction ratings to our many workplace awards, American Express is consistently recognised as a great place to work by people around the world.

The digital on-line space is a key and evolving trend in the travel industry. You could be an integral player by joining the Travel Online customer support team. We are looking for Online Travel Support Agents to join the expanding team of the American Express Online in the Auckland office supporting New Zealand and Australian Card members. 

As part of the Travel team, you will have access to some industry leading benefits:
  • Work free birthday!
  • A supportive team, service oriented environment.
  • Subsidised gym memberships and discounted travels.
  • Personal card - terms and conditions apply
  • Superannuation Scheme
  • Southern Cross Health Plan
This position is responsible for providing exceptional customer service to our valued Card members needing assistance with their online travel bookings. 

Some responsibilities include but is not limited to:
  • Answering customer queries via phone, email and chat
  • Supporting pre booking requests including online journey support, pricing and travel benefit eligibility enquiries.
  • Actioning post booking requests including seating, room enquiries, amendments and cancellations requests.
  • Provision of advice and recommendations to Card members to ensure they maximize their benefits.
  • Building relationships with internal and external stakeholders such as travel suppliers and other American Express business units and departments


The passionate people we are looking for will have:
  • Proven customer service experience in a call centre environment.
  • The ability to build and leverage relationships.
  • Exceptional listening skills
  • Experience resolving issues – ability to problem solve, be resourceful and offer alternative solutions
  • Resilience
  • Strong attention to detail.
  • Be able to work between 11am - 8pm. Possible weekend work in future.
Most importantly we are looking for:
  • A willingness to learn.
  • An ability to adapt communication style to the audience, communicate confidently, and be accurate.
  • An ability to adapt to change.
  • A passion for service.
Our focus is being the world’s most respected service brand. To that end, we are looking at recruiting people with extraordinary customer service skills who are excited about joining the travel industry.

We do not expect you to have travel experience but do want to speak to people who are passionate about travel. We will fully train you on everything you need to know to use our technical travel systems.

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

Why American Express?

There’s a difference between having a job and making a difference.

American Express has been making a difference in people’s lives for over 160 years, backing them in moments big and small, granting access, tools, and resources to take on their biggest challenges and reap the greatest rewards.

We’ve also made a difference in the lives of our people, providing a culture of learning and collaboration, and helping them with what they need to succeed and thrive. We have their backs as they grow their skills, conquer new challenges, or even take time to spend with their family or community. And when they’re ready to take on a new career path, we’re right there with them, giving them the guidance and momentum into the best future they envision.

Because we believe that the best way to back our customers is to back our people.

The powerful backing of American Express.
Don’t make a difference without it.
Don’t live life without it.

ReqID: 19021628
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Jan 12, 2020, 3:15:54 PM