Job Description

Exciting opportunities are now available for our Premium Travel & Lifestyle Consultant within American Express Travel and Lifestyle Services, servicing our Centurion, Platinum and ATO Card Members.
As a Premium Travel & Lifestyle Consultant at American Express, you will bring membership to life by delivering the world’s best customer experience in each interaction. Your role delivers exclusive benefits and premium Travel and Lifestyle services to Card Members around the world every day.
Harnessing your extensive knowledge and experience, you will create personalized Travel & Lifestyle experiences that amplify our ethos of Membership First, delivered in a timeframe that exceeds their expectations. You will be a brand ambassador, taking pride in the high quality of your work and building meaningful relationships with our Card Members, partners, and colleagues at American Express.
Work within an organization where outstanding performance is rewarded along with career development opportunities. Join us and you’ll soon see why.
The key responsibilities for this position are as follows:
Customers Interaction

• Provide the full suite of customer service offerings (including booking, enquiries, requests) to our premium customers
• Assist our premium customers’ needs from air, 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 to and follow up travel and lifestyle enquiries by multiple communication channels
• Research, recommend and tailored luxury experiences to our premium customers
• Proactively offer options to customers and follow through to ensure customers are fully satisfied with the service and product
• Stay up to date around premium travel and luxury product
• Prepare written correspondence to customers when required to furnish information requested by customers
• Evaluate customers’ complaints and ensure that they are dealt with expeditiously and satisfactorily, reporting service failures to source and making recommendations to prevent recurrence
• Identifying the root causes of service incidents/failures and provide solutions to deescalate 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, proactive service
• Attend training and develop relevant knowledge and skills to uplift customer experience
  

Maximizing Revenue Generating Opportunities

• Plan and carry out travel sales activities to 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 leadership team when needed to support the business
  

Qualifications:

• Prior experience in travel industry and/or concierge service industry is highly advantageous
• Deliver exceptional levels of Customer Service consistently with the aim to provide the right solution for the Customer in an efficient and agreed timeframe
• A true passion, interest, and basic knowledge of Travel Destinations; Products & Experiences is desirable - Training will be provided to grow and enhance industry knowledge
• Experience with Sabre or other GDS and or Basic Fares & Ticketing would be advantageous
• Proven track record of meeting and exceeding Performance & Productivity metrics through high levels of customer satisfaction and sales generated
• Highly organized, ability to multitask, navigate across multiple systems and priorities and balance competing demands
• Exceptional verbal and written communication skills
• Resilience, high levels of commitment, agility and growth mindset are pre-requisite for this role
• Impeccable attention to detail, with an ability to balance between efficiency and quality
• Ability to work a 7-day rotating roster varying between 8am – 10pm, Monday through to Sunday over 365 days
  

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
Why American Express?
At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what’s possible — and we’re proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day. We back our colleagues with the support they need to thrive, professionally and personally. That’s why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.