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American Express Premium Travel & Lifestyle Consultant (Cantonese and English speakers) - Future Opportunities in SGR, Malaysia

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

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