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.

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.