You Lead the Way.
Weve Got Your Back.With the right backing, people and businesses have the power to progress in incredible ways.
When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other.
Here, youll learn and grow as we help you create a career journey thats unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.At American Express, youll be recognized for your contributions, leadership, and impactevery colleague has the opportunity to share in the companys success.
Together, well win as a team, striving to uphold our and powerful backing promise to provide the worlds best customer experience every day.
And well do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.Join Team Amex and let's lead the way together.How will you make an impact in this role?Customer InteractionEstablish relationships with premium customers and deliver VoCM and Sales & Revenue targetsEvaluate customers complaints and ensure that they are dealt with expeditiously and satisfactorily, reporting service failures to source and making recommendations to prevent recurrenceEnsure compliance to company policies and procedures accurately in order to meet the MAS requirements Colleagues (Staff Management and Development)Lead, motivate and supervise a team of over 15 direct reports to ensure that all customers contacts are answered promptly, of consistent, quality, and in accordance to stipulated performance standardsConduct team huddles, 1:1 meetings and performance reviews with direct reports.
Share recommendations and motivate individual contributors to become top performersCoach Consultants on their daily tasks with emphasis on customer contact center processes and systems, and achievement of individual and departmental KPIsIdentify training and development needs of consultant to bridge competency gapsContinuously enhance Consultants understanding and knowledge of travel and luxury productsEncourage and guide Consultants to achieve higher performance standards, and whenever necessary, to enforce staff discipline to ensure proper conduct and outstanding customer service Stakeholder Internal (Teamwork and Co-operation)Work closely with cross-functional teams and leaders across many levels of management to deliver positive outcomesTo collaborate with marketing to enhance the competitiveness of the product and deliveries to maximize customer satisfactionCollaborate with Colleague Experience Group to manage change effectively, to recruit and retain employeesAssume additional responsibilities and projects at the request of leadership team when needed to support the businessQualifications Minimum of 1 years of experience in travel industry managing booking platform (eg: Sabre 360) and/or concierge service industry leading a team of over 15 direct reportsStrong background in coaching, counselling and motivating customer service teams in a Customer Contact Centre environmentExcellent team player focused on achieving individual and team goalsA good level of knowledge or expertise in the area of premium travel and luxury productExhibits exceptional communication and problem-solving skillsWorks with cross-functional teams and leaders across many levels of managementSuccessfully works in a fast-paced environment and able to multi-task and coordinate ongoing projects, plans and people developmentExemplifies excellent work ethnic and can be trusted to work with autonomyProven leadership experience, good emotional intelligence, and a strong commitment to people developmentWe 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 need 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 opportunitiesOffer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.