Online Travel Consultant – ANZ

Job Description

9th in Great Place to Work’s Best Workplaces in the Philippines 2026

10th in Fortune Magazine’s 2026 World’s Most Admired Companies

6th in Great Place to Work Philippines Best Workplaces in IT-BPM 2026

4th in Great Place to Work's Best Company To Work For 2025

As a Travel Consultant, you will deliver exceptional service to American Express Card Members by providing expert travel support over the phone. As a trusted advisor, you will help customers plan, manage, and adapt their travel arrangements, ensuring every interaction is tailored to their individual needs.

From supporting new bookings and travel benefit enquiries to managing itinerary changes and unexpected travel disruptions, you will provide end-to-end servicing across the customer journey. Using your travel expertise, consultative approach, and strong problem-solving skills, you will recommend personalized travel solutions, help Card Members maximize the value of their American Express benefits, and create seamless travel experiences that build long-term customer loyalty.

Working in a fast-paced, performance-driven environment, you will confidently navigate complex travel policies, collaborate with airline and supplier partners, and deliver exceptional service with empathy, professionalism, and ownership.

Responsibilities

• Build strong relationships with Card Members by supporting their travel needs before, during, and after their journey, including trip cancellations, re-bookings, exchanges, and travel advice.
• Handle a broad range of customer enquiries over the phone, including pre-booking support, pricing enquiries, travel benefit eligibility, itinerary amendments, seating and room requests, and cancellations.
• Troubleshoot customer issues relating to the American Express Travel website and guide Card Members through online booking and servicing processes.
• Review airline and supplier policies, including rejected tickets and schedule changes, and work with suppliers to identify and secure the most suitable travel solutions for Card Members.
• Use your travel expertise and consultative approach to identify customer needs and recommend personalized travel options and relevant American Express products and services.
• Help Card Members maximize the value of their exclusive travel benefits, including Membership Rewards points and other eligible travel benefits.
• Resolve complex travel issues with confidence, balancing customer expectations with supplier and American Express policies while delivering the best possible outcome.
• De-escalate challenging situations with empathy, professionalism, and sound judgement, particularly during unexpected travel disruptions.
• Maintain accurate records and efficiently navigate multiple systems while managing customer conversations and delivering a premium service experience.
  
  

Qualifications

Minimum Qualifications:

• A passion for delivering exceptional customer service and building lasting customer relationships through outstanding verbal communication.
• Proven experience providing premium customer service over the phone, preferably within a contact centre or customer service environment.
• GDS experience and strong fares knowledge.
• Experience within the travel industry; a background in booking resolution, customer complaints, or complex travel servicing is highly desirable.
• Excellent verbal communication skills, with the ability to explain complex supplier policies and travel requirements in a clear, concise, and customer-focused way.
• Strong consultative selling and fact-finding skills, with the confidence to recommend tailored travel solutions and relevant products.
• Good geography knowledge and an understanding of global travel requirements.
• Strong problem-solving and decision-making skills, with the ability to analyse customer issues and determine the most appropriate solution.
• Resilience and composure when working in a fast-paced environment and supporting customers during stressful travel situations.
• Excellent attention to detail and numerical accuracy.
• Strong computer literacy, with the ability to confidently use multiple systems simultaneously while maintaining engaging customer conversations.
• Excellent time management and organisational skills.
• High levels of integrity and professionalism when handling sensitive customer information.
• The ability to collaborate effectively with colleagues and leaders across the business.
• A desire to succeed in a metrics-driven, team-oriented environment while consistently delivering outstanding customer experiences.
  
  

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 Us

At 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 Team

We 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.