Travel Counselor II-MTS - Mexico City, CDMX, Mexico

You Lead the Way. We’ve Got Your Back.

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

Role Overview 

American Express Travel & Lifestyle Services provides our Card Members around the world with a full range of travel services, from trip planning and booking to enhancing the broader travel experience. The American Express Travel Online Consultant provides exceptional service to premium Card Members attending to calls, chats and emails through our online channel. They assist CMs to amend, change and cancel bookings initiated on our website. 

 

How will you make an impact in this role? 

·       Deliver world-class customer service in an in-bound, high-volume travel contact servicing environment – calls, emails and chats. 

·       Always put the Card Member’s experience at the forefront of everything you do, reinforcing the Membership First ™ approach, delivering excellent service and outcomes that are core to the American Express brand. 

·       Delight our Premium Card Members with unforgettable domestic and international travel experiences by supporting and fulfilling bookings and servicing existing travel arrangements. 

·       Perform all the reporting, fulfill the administrative tasks like charges, refunds and amendments, cancellations of land and air products.  

·       Ensure that bookings fulfillment is correctly and well documented in each reservation. 

·       Follow up cases with different vendors and maintain strong communications 

·       Achieve and exceed our monthly productivity and quality goals. 

 

Minimum Qualifications 

1.      Advanced experience GDS systems. (SABRE, Apollo, Galileo, Amadeus, etc) highly recommended 

2.      Bachelor’s or Technical Degree in Tourism or other related experiences in travel or tourism 

3.      Excellent oral and written communication skills in English  

4.      Demonstrated ability to provide premium customer service, ideally in a call center or other comparable fast paced, high volume servicing environment. 

5.      Computer proficiency as demonstrated by the ability to navigate multiple computer applications, Microsoft Office, and chat platforms. 

6.      Natural communicator who can demonstrate active listening skills and adapt to conversation to suit the situation and the Card Member’s communication style. 

7.      Well organized and structure to follow ups with customers and complete administrative tasks. 

8.      Highly sensitive to detect opportunities, offers appropriate, innovative ideas to solve problems or improve processes when routine approaches aren't working.  

9.      Shows personal determination, optimism, resilience, and stress tolerance despite difficulties and setbacks.  

10. Understand and be accountable for call center metrics like call handling time, productivity, customer satisfaction and compliance. 

 

Additional Requirements 

·       This is a hybrid role, and candidates must be able to work in the office a minimum of 3 days a week. 

·       Availability to work fulltime including nights and weekends.

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

• Competitive base salaries 
• Bonus incentives 
• Support for financial-well-being and retirement 
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location) 
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need 
• Generous paid parental leave policies (depending on your location) 
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location) 
• Free and confidential counseling support through our Healthy Minds program 
• Career development and training opportunities

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