Operations Support Specialist

Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

In this role, you’ll join our highly skilled team providing outstanding service to our corporate business clients. We’re most proud of our warm and inclusive culture, innovation in the travel tech space, internal promotions, and career advancement opportunities. We look forward to your application!

What You’ll Do

• Investigate service and quality errors raised via Salesforce CSI process and provide feedback to team leader for their coaching and feedback conversations. This may require listening to calls/chats/emails between GBT and the client to understand what caused the quality escalation.

• Work with Suppliers to seek reimbursement or waivers and favours, raise cases with GDS or internal teams as needed

• Submit snap tickets to update Compleat for airline commission changes to avoid ADMs

• Work with Compleat team to implement routines to reduce quality errors/ADMs, sample attached

• Communicate common ADM/quality errors to AU TC network, samples attached.

• Communicate clearly to the client on what occurred and the resolution.

• ADMs

  • Communicate the error with the TC and their TL using an email template

  • they investigate who is at fault and reach out to the customer seeking authorisation to charge their card in file (e.g. if it’s an over refund or valid fare under collection where it was not the TC’s fault.

  • Submit ADMs for closure as write-off or chargeback/partial chargeback

• Work with the Mid office Aged Receivables team to close out CSIs if urgent

• Use AMOS to assist with queries pertaining to invoices and closing out CSIs where the credit note needs to be in AMOS and GDD

We look forward to sharing more detailed job functions and key performance indicators during the interview process.

What We’re Looking For

• Experience using Sabre GDS

• Fluent in English

• Passion for technical details and IT

• Professional communication (written and verbal)

• Possess a strong understanding of the travel industry (background in business travel, leisure travel, or airline reservation)

• Resolving customer issues quickly and independently / with supplier

• Teamwork and openness to feedback

• Strong professional communication skills (written and verbal)​​

• Passion for problem solving and improving processes

• Knowledge of travel trends and industry standards

• Passion for excellence in client service

• Attention to detail

• Able to act with integrity, and deal with personal and confidential information

• Adaptable and able to multitask

• Able to prioritize and calmly resolve high pressure situations

Your role is supporting Australia core business hours Monday - Friday.

Location

Manila, Philippines

The #TeamGBT Experience

Work and life: Find your happy medium at Amex GBT.

• Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and wellbeing resources to support you and your immediate family.

• Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.

• Develop the skills you want when the time is right for you, with access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.

• We strive to champion Inclusion in every aspect of our business at Amex GBT. You can connect with colleagues through our global INclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.

• And much more!

This role is for CWT, a member of the American Express Global Business Travel family of companies.

All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law.

Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process. For details regarding how we protect your data, please consult the Amex GBT Recruitment Privacy Statement.

Click Here for Additional Disclosures in Accordance with the LA County Fair Chance Ordinance.

What if I don’t meet every requirement? If you’re passionate about our mission and believe you’d be a phenomenal addition to our team, don’t worry about “checking every box;" please apply anyway. You may be exactly the person we’re looking for!