**Description** American Express invites you to share your resume so you can be considered for future Premium Travel & Lifestyle Consultant opportunities in the Kuala Lumpur based Travel & Lifestyle organization. **Areas of opportunities may include** + Customer Service + Reading Comprehension + Negotiation + Sales **How will you make an impact in this role?** Customers Interaction + Provide the full suite of customer service offerings (including booking, enquiries, requests) to our premium customers for the Hong Kong or Singapore market. + Assist our premium customers with their needs from flight, lodging, car rental, cruise, tour, dining, golf booking, concert tickets, access to private events, as well as a wide range of other travel and lifestyle requests all over the world. + Respond and follow-up on travel and lifestyle enquiries via multiple communication channels. + Research, recommend and tailor luxury holiday/ booking experiences to our premium customers. + Proactively offer options to customers and follow through to ensure customers are fully satisfied with the services and products. + Stay up to date around premium travel and luxury products. + Prepare written correspondence to customers when required to furnish information requested by customers. + Evaluate customers’ complaints and ensure that they are taken care of expeditiously and satisfactorily, reporting service failures and making recommendations to prevent recurrences. + Identifying the root causes of service incidents/failures and provide solutions to de-escalate the customer’s issues. + Leverage and research using a variety of internal and external resources to gain a deeper understanding of your customers and develop opportunities to deliver outstanding and proactive service. + Attend training and develop relevant knowledge and skills to uplift customer experience. Growing Revenue Generating Opportunities + Plan and carry out travel sales activities to the agreed sales volumes, targets, and products. + Identify and promote areas with potential for revenue generation to cross-sell, upsell products and services including value added services. + Develop strategies intended to drive business growth and to achieve specific goals in a dynamic environment. + Work collaboratively with your team to grow the business with customers in a seamless manner. + Assume additional responsibilities and projects at the request of the leadership team when needed to support the business. **Qualifications:** + Minimum of 2 years’ experience in travel and/or concierge service industry, plus if you have supported the Hong Kong or Singapore market + Outstanding verbal and written communication skills in English and/or Cantonese + Deliver outstanding levels of customer service consistently and strive to provide the right solution for the customer in an efficient and agreed timeframe. + Being passionate and having the basic knowledge of travel destinations; products & experiences are desirable - Trainings will be provided to grow and improve industry knowledge. + Experience with Sabre or other GDS and or Basic Fares & Ticketing would be an advantage. + Consistent track record of meeting and exceeding performance & productivity metrics through high levels of customer happiness and sales generated. + Highly organized, ability to multitask, navigate across multiple systems and priorities and balance competing demands. + Resilient, highly dedicated, agile with a growth mindset are pre-requisite for this role. + Outstanding attention to detail, with an ability to balance between efficiency and quality. + Ability to work on a 24/7 rotating roster with starting shifts between 8am – 10pm, Monday through to Sunday over 365 days. **Qualifications** We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include: + 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 or onsite arrangements depending on role and business needs + 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. **Job:** Operations **Primary Location:** Malaysia-SGR-Kuala Lumpur **Schedule** Full-time **Req ID:** 23011225