Travel Counselor

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. As part of Team Amex, you'll experience this 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. How will you make an impact in this role? As a key representative of the company, you will play a vital role in delivering exceptional customer experiences every day. You will create meaningful and positive interactions by supporting customers with their travel and lifestyle needs, helping them not only to plan their journeys, but to truly experience the world. Through industry-leading training and continuous coaching, you will further develop your professional skills while contributing to a culture that consistently sets the standard for world-class service excellence, always putting the customer first. Our consultants are passionate about travel and lifestyle and are dedicated to creating unforgettable experiences for our Premium Card Members. They take pride in delivering personalized solutions, combining deep destination knowledge with exceptional service skills to foster loyalty and long-lasting customer relationships. The role is based in Rome, Italy. Key Responsibilities Provide comprehensive Travel & Lifestyle Services (GTLS) support, responding to customer requests related to both offline and online travel and lifestyle services Manage customer interactions via phone and digital tools with a strong focus on service quality and customer car Provide a consistently high-quality customer experience by delivering innovative, personalized, and proactive solutions Advise customers by recommending relevant products and services, creating bespoke travel and lifestyle experiences Expertly arrange domestic and international travel, including flights, rail and ferry tickets, hotels, car rentals, and premium entertainment Act as a trusted consultant and brand ambassador, building long-term relationships with Premium Card Members through outstanding service and attention to detail Consistently exceed customer expectations by leveraging exclusive programs, premium benefits, and best-in-class service offerings Minimum Qualifications Fluency in written and spoken Italian and English is mandatory; additional languages are a strong advantage Solid knowledge of world geography and global travel destinations, including activities and points of interest Previous experience as a travel agent and/or in a consultative customer-facing role, preferably within leisure, hospitality, or lifestyle services (e.g., hotels, restaurants, fashion and trends) Proficiency in using a GDS system (e.g., Sabre, Amadeus, or Galileo) Strong technical aptitude, with the ability to work confidently across multiple tools and systems High level of integrity and professionalism when handling sensitive customer data Strong collaboration skills, with the ability to work effectively with colleagues at all levels Ability to thrive in a team-oriented, performance-driven environment, with a proactive approach to meeting and exceeding goals Flexibility to work on rotating shifts, including weekends and public holidays A genuine passion for customer service, with excellent listening, communication, and relationship-building skills Employment eligibility to work with American Express in Italy is required as the company will not pursue visa sponsorship for these positions. Benefits Competitive base salaries Bonus incentives Support for financial-well-being and retirement Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location) Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need Generous paid parental leave policies (depending on your location) 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 Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations. #J-18808-Ljbffr