Operations Support Specialist II Customer Service

American Express Global Business Travel is a company that values travel as a force for good and fosters an inclusive culture. The Operations Support Specialist II Customer Service role involves resolving service-related issues, managing personnel schedules, and supporting team workflow to enhance customer satisfaction.

Responsibilities:

• Receive, research, analyze and resolve service-related issues and communicate findings to all parties involved
• Effectively and concisely communicate verbally and/or via email with traveler(s), internal personnel, and vendors
• Educate traveler/management/frontline agents when an error is identified and corrective action is required
• Able to remain calm and professional when working with service escalations considering the needs of both CWTSatoTravel and the client
• Able to use a data drive tracking and entry tool to log, update and document all interactions
• Serves as the point of contact for customers to address customer and operational issues
• Schedules and plans work time to meet personal and department productivity goals
• Submits complete and accurate timesheets regularly
• Collaborates with the team to ensure smooth workflow and timely resolutions
• May perform other duties as back up to other team personnel as assigned
• May be required to assist with department related projects and implementations (clean-up, startup, closeout, etc.)

Requirements:

• High school diploma or country equivalent
• 3+ years of industry experience required
• Travel counselor experience
• Military and government travel experience
• English fluent – written and spoken
• Detail-oriented to ensure high level of accuracy
• Basic MS Office
• Problem Solver; analytical skills; detail oriented
• Able to work independently and maintain excellent time management skills; Self starter
• SABRE Proficient
• Travel school certification or degree preferred
• 5+ years of industry experience preferred
• 2nd language a plus