Online Travel Consultant – ANZ

About the role

As an Online Travel Consultant for the ANZ region, you will provide premium travel assistance to American Express Card Members via phone. You will act as a trusted advisor, helping members plan, modify and resolve travel arrangements while maximizing their benefits.

Key responsibilities

• Assist Card Members with new bookings, itinerary changes, cancellations, re‑bookings and travel advice throughout the journey.
• Handle inbound enquiries on pricing, benefit eligibility, seating, room requests and website troubleshooting.
• Review airline and supplier policies, negotiate solutions and secure optimal travel options.
• Promote American Express products, Membership Rewards® points and exclusive travel benefits.
• Resolve complex travel disruptions, de‑escalate challenging situations and ensure compliance with company policies.
• Maintain accurate records across multiple systems while delivering a premium service experience.

Required profile

• Strong passion for delivering exceptional customer service and building lasting relationships.
• Excellent verbal communication skills and a consultative approach.
• Ability to work in a fast‑paced, performance‑driven environment.
• Attention to detail and sound judgement when handling complex travel issues.

Required skills

• Proficiency in using travel booking platforms and customer relationship systems.
• Knowledge of airline and supplier policies and travel industry practices.