Date Posted
06-Jul-2026
Location
Haryana (HR), 1
Job Type
Full Time
Company
American Express
Description
Job Title: Customer Service Consultant – Non-Voice/Chat
Job Type: Full-Time (Permanent)
Location: Gurugram, Haryana, India
About Amex GBT
At Amex GBT, we empower our colleagues to find inspiration in travel as a force for good, making a significant impact on the industry. We support our teams with an inclusive, collaborative culture where every voice is valued. Join us and start your career journey today!
What You'll Do
Support & Client Management
- Provide 2nd-level product support for our online booking tool (OBT) and related travel program technology.
- Handle escalations, troubleshoot issues, and ensure timely resolution while maintaining SLA standards.
- Communicate with internal teams, vendors, and clients regarding outages, enhancements, and technical challenges.
- Maintain updated product support documentation including FAQs, manuals, and test plans.
- Collaborate with the Product Manager, L1 Team, and Client Management to define requirements and resolve challenges.
Case Management
- Analyze and resolve cases related to product defects or customer changes in the travel program.
- Conduct thorough research and testing on new releases to identify potential issues before they reach clients.
- Provide regular status reports to management and escalate issues that may affect client satisfaction or vendor credibility.
Key Contacts
- OBT Vendors
- Airline, Hotel/Car Partners
- GDS Partners
What We’re Looking For
- Experience: Minimum of 5 years in the travel industry, with extensive knowledge of corporate travel operational workflows and GDS systems (Sabre, Apollo, Galileo, Amadeus).
- Technical Skills: Proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint); understanding of web technologies, desktop scripting, and online booking tools (e.g., KDS, AeTM, Concur, GetThere).
- Customer Service: Proven background in client servicing with excellent business writing skills.
- Other Requirements:
- Strong prioritization, time management, and decision-making skills.
- Ability to work in a 24×7 environment and adapt to shift work.
- Excellent communication skills for both technical and non-technical audiences.
The #TeamGBT Experience
- Work & Life Balance: Flexible benefits tailored to each country including health and welfare insurance, retirement programs, parental leave, and adoption assistance.
- Travel Perks: Weekly deals on flights, hotels, cruises, and car rentals.
- Professional Growth: Global tuition assistance, access to over 20,000 courses on our learning platform, leadership courses, and internal career opportunities.
- Inclusive Culture: Join our global Inclusion Groups to connect, share, and grow with colleagues from diverse backgrounds.
- Wellbeing: Access to resources supporting mental and emotional health for you and your family.
Equal Opportunity & Accommodations
Amex GBT is committed to creating a diverse and inclusive work environment. All qualified applicants will receive consideration without regard to age, sex, gender, race, color, religion, disability, or any other legally protected characteristic. We also provide reasonable accommodations to qualified individuals with disabilities—please let your recruiter know if you need any support during the hiring process.
Not sure if you meet every requirement?
If you're passionate about our mission and believe you'd be a phenomenal addition to our team, please apply anyway. You might be exactly the person we're looking for!
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