Travel Job Offer by American Express: Travel Customer Service Rep Job (Arlington, VA, US)
Since American Express first entered the travel business in 1915, their Consumer Travel Network has grown to one of the world’s largest travel networks.
Travel Customer Service Rep-13009127
This individual will play a key role in driving customer satisfaction at this high profile client’s on-site location in Washington D.C… The ideal candidate will work closely with the American Express Manager, Team Leaders, and staff to quickly resolve customer service issues, identify root causes, and develop strategies to prevent recurring issues. The candidate will also have daily interface with the Client Travel Manager and travelers as they work to resolve issues and build rapport. Candidate must have a demonstrated drive to develop and execute a winning strategy; create a vision, and execute on tactics through established goals and actions plans. Ideal candidate will have proven decision-making and problem solving abilities, as well as organizational relationship, communication and project management skills. Must have the ability to collaborate with and influence others to achieve success. Extensive experience in travel, functional knowledge of American Express products such as: @work, PRDS, GCSI, and NICE. Solid proficiency in PC software skills such as MicroSoft Office (Advanced Excel skills, PowerPoint and Word) is also required.
Five plus years of complex international experience, in a client facing role. Ability to handle the end to end resolution of post trip customer service issues. Communicates issue outcomes to the customer and/or Client Travel Manager. Provides ongoing root cause analysis of issues, and strategies for prevention. Utilizes Sales Force Database and Client’s propriety system to log and report on CSI/Write off data. Processes Amex payouts on customer service issues. Uses analytical and creative approach to condense large amounts of information into a clear, concise message. Reports Amex performance on Client’s internal customer satisfaction survey. Collaborate with Amex Leadership Team to create and drive strategy. Drives results by operating with a sense of urgency, employing effective time management to deliver results within deadlines for on-going improvement.
– Extensive Amadeus GDS knowledge
– Extensive International Travel Knowledge
– Airline Industry Rules/Regulations
– Microsoft Office Products
– PRDS Process
– Arc Compass
– BTA recon process (non Amex Card)
– Debit Memos
– Rez 1 plus
– WIL Database
– AXIS @ Work (plus)
– Sale Force Database
Primary Location: US-Virginia-Arlington