American Express Customer Service Manager, Global Business Travel- NYC Tri-State Area-Latest Job Vacancy January 2015

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Customer Service Manager, Global Business Travel- NYC Tri-State Area

American Express

United States
Schedule: Full-time

Job Description

Positioned at the intersection of commerce and travel, American Express Global Business Travel offers its customers a comprehensive network, service dependability, and deep insight to help move people and businesses forward. American Express Global Business Travel provides leading travel solutions, integrated consulting services, proprietary research, and end-to-end meetings and events capabilities. These innovative offerings enable customers to optimize the return on their travel and meetings investments.

Learn more at

American Express Global Business Travel is part of one of the world’s largest travel agency networks with locations in 139 countries worldwide.

As a Customer Service Manager for our high profile United Nations account you will: 

•Work in partnership with the customers and American Express GBT Client Management teams to deliver on the promise of the American Express Global Business Travel Brand. 
•Manage the onsite operations and virtual team by driving achievement of contracted Service Level Agreement performance targets, including Traveler Arranger Satisfaction, Reservation Accuracy, Customer Service response times, and telephone service factor goals. 
•Ongoing management of virtual and onsite servicing teams and development of operational procedures that streamline the operation and enable teamwork and quality service for all customers.
•Track performance against plans and establish systems and processes to drive predictable outcomes in a consistent manner.
•Work with defined technology to ensure both technical and other support mechanisms are in place to secure operational capability.
•Partner with resources in Work force Management, Technology, Human Resources, etc... to fully leverage support from available resources. 
•Demonstrate a clear understanding of the key drivers in business travel financials and champion various programs to drive success and optimization for American Express GBT and the customer. 
•Actively support American Express GBT and customer specific supplier programs to drive maximum savings by ensuring full understanding and knowledge of the travel program. 
•Undertake continuous self-development and training to maximize own potential, improve performance and enhance leadership skills.

•Displays high level of leadership excellence with a proven track record of successful management of a high profile customer along with a virtual and onsite team. 
•Effective coaching and feedback techniques required 
•Excels in effective and positive communications 
•Ability for collaboration, motivational influencing, facilitation, planning & time management, mentoring and problem solving techniques 
•Minimum 5 years in the travel industry required 
•Minimum of 5 years in a travel operations leadership role or similar experience is highly preferred
•Sabre GDS knowledge is required

This position will require you to live in the NYC Tri-State area as you will be required to travel to the client's location on a weekly basis. The schedule for this position is Monday-Friday, 8am-5pm ET.

Axcess@Home Requirements:
•Dedicated work space must be within own residence and that follows the ergonomic and safety guidelines for performing travel counselor duties
•Axcess@Home Agent is responsible for supplying their own furniture; desk with lockable drawer or separate lockable file cabinet, chair, document shredder, smoke detector in proximity of work area, and fire extinguisher
•Axcess@Home Agent must complete Flexible Work Arrangement Application and Agreement
•Axcess@Home Agent must complete and meet the requirements of the Work Environment and Safety Assessment
•High speed internet capability with at least 10 Mbps download and 1 Mbps upload speeds: DSL or Cable (no wireless or satellite ISP’s are permitted)

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, national origin, protected veteran status, disability status, or any other status protected by law.“ Click here to view the “EEO is the Law” poster. 

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