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American Express Travel and Concierge Experience (TCE) serve American Express Card Members around the world with a full range of services, from trip planning and booking to enhancing their travel plans with tailored experiences. Our Travel and Concierge Experience consultants use their passion for travel and their ability to use one’s own initiative to resolve enquiries. Delivering outstanding experiences to our customers who are using our various American Express channels!
This is a critical frontline role in our contact center, taking inbound and outbound calls to and from our most premium card members. Our consultants are brand ambassadors who take pride in delivering personalized solutions for travel and lifestyle requests. They help our Centurion Card Members access their exclusive programs and unique benefits, assist with website navigation, and make bookings through multiple channels.
ResponsibilitiesDelivering an innovative service to your customers over the phone – both inbound and outbound servicing using the Membership First model.
Understand our customer needs through consultation to deliver an innovative and extraordinary interaction through multi-channel servicing.
Servicing Centurion card members for European markets during core market hours. There are no requirements for weekend work and 24/7 shifts.
Troubleshooting any customer issues relating to the use of the travel website and guiding customers whilst they navigate around the site.
Crafting unique travel & lifestyle experiences by thoughtfully booking domestic and international flights, car, and hotels through our voice channel.
Using your in-depth knowledge to help Card Members use their exclusive benefits, including how to make the most of their Membership Reward points.
Communicate new and existing product offerings and value propositions relevant to the Card Member
Always put the Card Member’s experience at the forefront of everything you do, reinforcing the Membership First ™ approach and earning their dedication
High-end customer service or sales experience in tourism, travel, hospitality and/or cruise/tours.
Premium Travel experience
Excellent written and spoken communication skills in the English language.
Computer and keyboard skills are crucial, using several different travel tools whilst communicating with customers.
Basic geography knowledge with ability to locate continents, countries, and key travel destinations worldwide.
A flair for building customer relationships through your ability to carefully listen and probe, with a strong emphasis on premium servicing.
A problem solver, you’ll be able to effectively analyze Card Member issues and offer the best innovative solutions with a view to resolving on the first contact.
Strong time management, prioritization, and multi-tasking skills as you will be handling several different customer enquiries simultaneously.
High level of integrity to work with customer information and treat it sensitively.
Team members are expected to cover shifts between 8 AM – 6 PM CET (2PM –12 AM MNL) daily from Monday to Friday to cater to the needs of the business and provide work/life balance to our colleagues.
Additional Details:
Location: BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig
Workplace Flexibility: Full time. Must be amenable to follow a hybrid work arrangement (onsite and work from home)
Work From Home Requirements:
Must have at least 25 mbps internet connection plan / speed
Must have a private & quiet area to work at home
American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives
Excited to be part of #TeamAMEX? Walk-in applications will be processed on the same day.
If you are interested and your relevant experience is aligned with the requirements of the role, you may visit our Career Center from Mondays to Fridays, 10am to 6pm at BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig (entrance is at 30th Street cor. Lane A).
About UsAt American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.
As part of Team Amex, you’ll experience our powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.
About the TeamWe back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:
- 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.
Skills Required
- High-end customer service or sales experience in tourism, travel, hospitality or cruise/tours
- Excellent written and spoken communication skills in English
- Computer and keyboard skills, using different travel tools while communicating with customers
- Basic geography knowledge
- Strong problem-solving skills to analyze and resolve customer issues
- Strong time management, prioritization, and multi-tasking skills
- Ability to build customer relationships and offer premium service
- High level of integrity to handle sensitive customer information
American Express Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about American Express and has not been reviewed or approved by American Express.
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Healthcare Strength — Pay is often viewed as attractive when combined with comprehensive health, dental, and vision coverage that supports day-to-day needs. The benefits package is also framed as especially helpful for those supporting dependents.
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Retirement Support — Retirement benefits are positioned as a meaningful part of total rewards through a 401(k) plan with company matching. Financial wellness services and coaching are also highlighted as strengthening longer-term financial security.
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Leave & Time Off Breadth — Paid time off is repeatedly characterized as generous and a valued component of the overall package. Time off and flexibility are presented as helping the total rewards feel more complete beyond base salary.
American Express Insights
What We Do
At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly striving to uphold our powerful backing promise to our customers and each other every day. These beliefs have been our North Star for 170 years as our business transformed – from helping evacuate travelers during World Wars, to ensuring the safety of our customers’ funds during the Great Depression in the U.S., to creating the Shop Small® movement to help small businesses recover from the Financial Crisis, to providing aid to communities impacted by many natural disasters and so much more. For generations, the key to our success has been the determination and resilience of our American Express colleagues. Now, as a globally integrated payments company, we work together to provide customers with access to products, insights and world-class experiences that enrich lives and build business success. Join us and let’s lead the way together.
