Global Program Care Analyst - Remote Customer Support Specialist for Travel Industry Leaders

Join Amex GBT: Where Travel Inspires and Your Career Thrives At Amex GBT, we're not just a company; we're a community of travel enthusiasts who believe in the power of exploration to change lives. As a global leader in the travel industry, we're dedicated to making a positive impact on the world around us. If you're passionate about delivering exceptional customer experiences, working in a dynamic environment, and being part of a team that values diversity and inclusion, you've come to the right place. About the Role: Global Program Care Analyst We're seeking a highly skilled and motivated Global Program Care Analyst to join our team on a remote basis. As a key member of our customer support team, you'll be the primary point of contact for our clients, providing top-notch service and support across various channels, including phone, email, and messaging platforms. This is an exciting opportunity to work with a global brand, develop your skills, and advance your career in a fast-paced and rewarding environment. Key Responsibilities Provide exceptional customer service and support to internal and external clients via phone, email, and messaging platforms, ensuring timely and effective resolution of queries and issues. Act as a primary point of contact for common issues, utilizing knowledgebase articles and logical diagnostics to resolve customer requests efficiently. Drive First Call Resolution (FCR) rates, reducing the time clients spend resolving program issues and enhancing overall customer satisfaction. Promote and implement best practices across the team, collaborating with Global Program Care leads to prioritize workloads and priorities. Coordinate with internal partners to facilitate case movement, monitor SFDC cases, and manage case escalations and acknowledgments. Utilize creative problem-solving skills to resolve complex customer issues, leveraging knowledge of GDS systems, Microsoft applications, and GBT products and services. Develop and maintain excellent business writing skills, ensuring clear and concise documentation for clients and internal stakeholders. Demonstrate strong prioritization and time management skills, managing multiple tasks and requests in a fast-paced environment. Essential Qualifications Working knowledge of GDS systems (Sabre, Apollo, Galileo, Amadeus) and Microsoft applications (Outlook, Word, Excel, PowerPoint). A proven background in client servicing and direct client-facing experience, with a strong track record of delivering exceptional customer experiences. Excellent business writing skills, with the ability to communicate clearly and concisely in writing. Strong prioritization and time management skills, with the ability to manage multiple tasks and requests in a fast-paced environment. Motivated and flexible, with the ability to accommodate both internal and external clients and adapt to changing priorities. Strong independent decision-making capability, with the ability to interact and communicate effectively with diverse working styles. Preferred Qualifications Knowledge of GBT products, solutions, and services, with a strong understanding of the travel industry. Experience with SFDC (Salesforce.com), with a strong understanding of CRM systems and their application in customer support. Previous experience in a customer support or client servicing role, with a proven track record of success. What We Offer: Career Growth, Learning, and Benefits At Amex GBT, we're committed to helping our colleagues grow and develop their skills. As a Global Program Care Analyst, you'll have access to a range of training and development opportunities, including global tuition assistance, leadership courses, and new job openings available to internal candidates first. Our comprehensive benefits package includes: Flexible benefits tailored to each country, including health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and more. Travel perks, including deals on flights, hotels, cruises, and car rentals. Wellbeing resources to support mental and emotional health for you and your immediate family. A dynamic and inclusive work environment that values diversity and promotes equality. Compensation and Perks The US national annual base salary range for this position is from $50,000 to $100,000, depending 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. Our Culture: Diversity, Equity, and Inclusion At Amex GBT, we're committed to championing Diversity, Equity, and Inclusion in every aspect of our business. We believe that a diverse and inclusive workplace is essential to driving innovation, creativity, and success. As a Global Program Care Analyst, you'll be part of a team that values and celebrates diversity, promotes equality, and supports the well-being of all colleagues. Ready to Apply? If you're passionate about delivering exceptional customer experiences, working in a dynamic environment, and being part of a team that values diversity and inclusion, we want to hear from you. Don't worry if you don't meet every requirement – we're looking for talented individuals who are eager to learn and grow with our company. Apply now and take the first step towards a rewarding career with Amex GBT! Apply for this job