Operations Support Specialist II Customer Service

Job description

Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued. ​ What You’ll Do ​ - Serve as the primary point of contact for customers, proactively receiving, researching, analyzing, and resolving service‑related and operational issues while ensuring timely follow‑up and resolution. - Communicate findings, resolutions, and next steps clearly and concisely—both verbally and in writing—with travelers, internal collaborators, frontline agents, and external vendors. - Investigate errors or service breakdowns, identify root causes, and educate travelers, management, and frontline teams on corrective actions to prevent recurrence. - Manage service customer concerns calmly and professionally, balancing client expectations with company policies while maintaining a high standard of customer care. - Accurately log, update, and document all customer interactions, issue details, and resolutions using designated data‑driven tracking and case management tools. - Collaborate closely with...