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.