Job Description

Travel & Concierge Experiences (TCE) provides our Card Members around the world with a full range of services, from trip planning and booking to enhancing their travel plans with tailored experiences. It is our mission to become essential to our customers through the flawless delivery of our products and benefits. To accomplish this, we must make Membership come to life every day through the delivery of travel, lifestyle, and card servicing for our most premium Platinum Card Members.

This is a critical frontline role in our contact center, answering calls from our premium card members in a high-volume environment.

If you are a tenured travel professional or have a career in hospitality or tourism; if you have a flair for exceptional customer service, a passion for learning and natural curiosity, this role may be for you. With an intensive paid training and mentor program, here’s your chance to become a highly skilled Travel Professional with American Express.

• 1+ year of experience delivering exceptional customer service in a premium, luxury, or hospitality-focused environment (e.g., luxury retail, fine dining, hotels, concierge, or similar).
• Passion for exceeding customer expectations and creating memorable experiences.
• Strong verbal communication and active listening skills.
• Comfortable navigating multiple systems while working in a fast-paced environment.
• Demonstrated curiosity, adaptability, and commitment to continuous learning.
• Proficiency in adopting new technologies and AI-driven solutions to streamline workflows and deliver exceptional customer experiences.
• Demonstrated ability to provide premium customer service, ideally in a call center or other comparable fast-paced, high-volume servicing environment
• Geography knowledge with ability to locate continents, countries, and key travel destinations world-wide
• Positive attitude and outlook, as demonstrated through a desire to learn, willingness to try new things, resiliency through change and optimism
• Natural communicator who can demonstrate active listening skills and to adapt conversation to suit the situation and the Card Member’s communication style
• Computer proficiency as demonstrated by the ability to navigate multiple computer applications, Microsoft Office and personal devices
• Ability to succeed in a result focused environment, with a healthy desire to meet and exceed goals

• You must have the ability to work nights and weekends as we service our Card Members 24 hours a day / 7 days per week

  Preferred Qualifications

• Previous experience in travel, hospitality, tourism, concierge services, or travel itinerary planning, with a strong focus on delivering exceptional customer service and creating seamless travel experiences.
• Hospitality or Tourism degree or equivalent qualification.
• This is a hybrid role, and candidates must be able to work in the office a minimum of 3 days a week
• At home - a secure home office, located at your confirmed address of residence, free from background noise or other distractions
• Current minimum speed requirements are 25 mbps download x 5 mbps upload speeds, preferably through broadband cable or fiber optic services (WiFi, Satellite, or DSL is not permitted).

Additional Requirements

• Flexibility to work anytime between 5:00am-2:00am ET including weekends
Location: Phoenix, AZ

Employment eligibility to work with American Express in the United States is required as the company will not pursue visa sponsorship for these positions.

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

As part of Team Amex, you’ll experience our powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• Competitive base salaries
• Bonus incentives
• 6% Company Match on retirement savings plan
• Free financial coaching and financial well-being support
• Comprehensive medical, dental, vision, life insurance, and disability benefits
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
• 20+ weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
• Free and confidential counseling support through our Healthy Minds program
• Career development and training opportunities

For a full list of Team Amex benefits, visit our Colleague Benefits Site .

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law. American Express will consider for employment all qualified applicants, including those with arrest or conviction records, in accordance with the requirements of applicable state and local laws, including the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance for Employers, and the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. For positions covered by federal and/or state banking regulations, American Express will comply with such regulations as it relates to the consideration of applicants with criminal convictions.

We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

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