Global Program Care At Your Service Analyst

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.

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This role will interface with the Travel Manager as a travel program point of contact for an evening shift starting from 11:00am-8:00pm EST (desk closes at 8:00pm EST). This role will directly support customer key contacts and Client Management. Provide end to end support for day-to-day travel program management requests, maintenance, and issue resolution. Provide general assistance for monthly reporting packages and ad hoc data. Interact and support client with day-to-day requests such as policy exceptions, ad hoc initiatives, and post trip reporting support.

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What You’ll Be Doing:

Provide strong service provision and faster resolution for internal and external customers as they initiate or escalate support needs within Global Customer Support via Phone, Email or Salesforce.
Provide servicing via inbound phone support environment, email, and future chat/messaging.
Act as a primary point of contact for common issues for clients/customers.
Learn quickly, understand, and interpret key product or program symptoms applying logical diagnostics in a variety of contexts.
Responsible for driving First Call Resolution for our key contacts reducing time our clients spend resolving program issues.
Drive a positive experience and Net Promoter Score via strong service provision, expertise and follow up representing the Global Business Travel brand externally.
Promote and implement best practices across the teams.
Coordinate with Global Program Care leads to prioritize workloads and priorities.
Act as triage and support for customer requests using knowledgebase articles.
Assessment of requests to determine best resolution channel and either resolve or route.
Facilitate case movement for internal partners (CGM case updates) and monitoring SFDC cases.
Real time WFM related to case management, disseminate case escalations, and case acknowledgement.

What We’re Looking For:

Working knowledge of GDS systems (Sabre, Apollo, Galileo, Amadeus).
Creative problem-solving skills.
Proficient in Microsoft applications; Outlook, Word, Excel, and PowerPoint.
A proven background in client servicing and direct client facing servicing experience.
Excellent business writing skills, to ensure documentation is written in a clear and concise manner.
Strong prioritization and time management skills.
Motivated and flexible to accommodate both internal and external clients.
Strong independent decision-making capability Interaction and communication with diverse working styles, ability to build and leverage strong working relationships.
Knowledge of GBT products, solutions and services desired.
Experience with SFDC a plus.

The US national annual base salary range for this position is from $50,000 to $100,000. The national range provided includes the base salary that GBT expects to pay for the role. Actual base salary will be based on factors including the scope and complexity of the role and the successful candidate’s relevant experience, skills, knowledge, and work location.

In addition to base salary, this role is eligible for an annual Performance Based Incentive, which rewards participants based on company performance. For information about our comprehensive US benefits programs and eligibility, please review our Benefits-at-a-Glance document.

Benefits at a glance

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 more.

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 global tuition assistance, 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 Diversity, Equity, and Inclusion in every aspect of our business at 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.

Wellbeing resources to support mental and emotional health for you and your immediate family.

And much more!

A ll 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.

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

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 GBT Recruitment Privacy Statement .

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!