Job Description

Travel & Concierge Experiences (TCE) provides our Card Members around the world with a full range of services, from trip planning and booking to enhancing their travel plans with tailored experiences. It is our mission to become essential to our customers through the flawless delivery of our products and benefits. To accomplish this, we must make Membership come to life every day through the delivery of travel, lifestyle, and card servicing for our most premium Platinum Card Members.

This is a critical frontline role in our contact center, answering calls from our premium card members in a high-volume environment.

If you are a tenured travel professional or have a career in hospitality or tourism; if you have a flair for exceptional customer service, a passion for learning and natural curiosity, this role may be for you. With an intensive paid training and mentor program, here is your chance to become a highly skilled Travel Professional with American Express.

• Deliver world-class customer service in an in-bound, high-volume travel call servicing environment.
• Delighting our Premium Card Members with unforgettable travel experiences by creating new bookings and servicing existing travel arrangements
• Understand our Card Member's needs through consultation to deliver innovative and extraordinary interactions.
• Research, plan, and create personalized travel experiences, through booking domestic and international flights, car and hotel travel itineraries.
• 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, delivering excellent service and outcomes that are core to the American Express brand.
• 1+ year of experience delivering exceptional customer service in a premium, luxury, or hospitality-focused environment (e.g., luxury retail, fine dining, hotels, concierge, or similar).
• Demonstrated ability to provide premium customer service, ideally in a call center or other comparable fast-paced, high-volume servicing environment.
• Passion for exceeding customer expectations and creating memorable experiences.
• Strong verbal communication and active listening skills, with the ability to adapt conversations to the situation and each Card Member's communication style.
• Demonstrated proficiency in navigating multiple computer applications, Microsoft Office, personal devices, and emerging AI-driven technologies to efficiently manage work and deliver exceptional customer experiences.
• Geography knowledge with ability to locate continents, countries, and key travel destinations world-wide.
• Demonstrated curiosity, adaptability, resilience, and a positive attitude, with commitment to continuous learning, embracing change, and trying new approaches.
• Ability to succeed in a result focused environment, with a healthy desire to meet and exceed goals.
• You must have the ability to work nights and weekends as we service our Card Members 24 hours a day / 7 days per week.
• Previous experience in travel, hospitality, tourism, concierge services, or travel itinerary planning, with a strong focus on delivering exceptional customer service and creating seamless travel experiences.
• Hospitality or Tourism degree or equivalent qualification.

Preferred Qualifications

• Previous experience in travel, hospitality, tourism, concierge services, or travel itinerary planning, with a strong focus on delivering exceptional customer service and creating seamless travel experiences.
• Hospitality or Tourism degree or equivalent qualification

Additional Requirements

• Flexibility to work anytime between 6:00am-11:00pm local time including weekends.
• This is a hybrid role, and candidates must be able to work in the office for a minimum of 3 days a week.
• At home - a secure home office, located at your confirmed address of residence, free from background noise or other distractions.
• Current minimum speed requirements are 25 mbps download x 5 mbps upload speeds, preferably through broadband cable or fiber optic services (WiFi, Satellite, or DSL is not permitted).
• Location: Phoenix, AZ
• Employment eligibility to work with American Express in the United States is required as the company will not pursue visa sponsorship for these positions.

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.