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Engaged Employer

American Express Global Business Travel

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4.3

based on 215 Reviews

Video summary

51 American Express Global Business Travel Jobs

Team Coach - Traveler Care

American Express Global Business Travel

4.3

based on 215 Reviews

5-9 years

Gurgaon / Gurugram, Bangalore / Bengaluru

1 vacancy

Team Coach - Traveler Care

American Express Global Business Travel

posted 4d ago

Job Role Insights

Flexible timing

Key skills for the job

Customer Service Consulting Operations Recruitment Sabre Client Servicing

+ 3 more

Job Description

As a Team Coach, you ll lead a highly skilled team of approximately 25-35 Travel Counselors. If you thrive on variety in work, building relationships with clients and colleagues, and empowering teammates to achieve their goals, we hope you apply.

What You ll Do

People (75%)

Lead and coach a team of Travel Counselors
Provide regular, documented coaching and feedback to team members
Investigate service and quality errors with a curious mentality, and provide helpful feedback
Collaborate with HR to determine performance ratings and action plans in alignment with Amex GBT standards
Facilitate account-specific onboarding and training for new hires after the initial centralized Traveler Care training program is complete
Collaborate with fellow team coaches - share information, achievements, and issues
Listen to calls as required to validate service levels and compliance standards

Customer (25%)

Be the voice of Traveler Care for new technological implementations
Participate in meetings with commercial client management partners when necessary, providing operational information needed for customer-facing conversations
Research and resolve client service concerns; develop strategy and craft messaging for the Traveler Care team and commercial peers
Analyze, act, and communicate results on CSAT performance
Keep the team informed on changes to client travel policies
Collaborate with Team Operations to achieve and exceed client expectations based on contractual service level requirements

What We re Looking For

Previous leadership experience
Excellent listening skills and curious mentality
Customer service oriented
Sabre and/or Apollo experience preferred
Salesforce (case e-mail) experience a plus
Collaborative and passionate about building relationships
Experience making data-driven decisions and achieving financial and service targets