Job Description

You Lead the Way. We’ve Got Your Back
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.
Comprised of key internal and external servicing functions, GSG delivers extraordinary customer care to Card Members, merchants, and commercial clients around the world, while providing world-class credit, collections, and fraud services. The organization is also home for several shared services that help to power American Express including procurement/supplier management, real estate & workplace experiences, and sales operations & business enablement. GSG teams also partner with businesses across the company to develop strategies and execute complex change initiatives. Each interaction is a chance to bring the brand to life for our customers and colleagues and help build on Amex’s reputation for trust, security, and service.
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.
:
Provide best in class service & customized solutions to High network individuals (HNIs)/Platinum cardholders through lateral thinking and excellent knowledge of travel & lifestyle choices.
Requirement:

• 
  Good understanding and experience of managing lifestyle requests from premium customers
• 
  To assist Card Members with purchasing merchandise, gifts and flowers and fulfilling the most standard to the most extraordinary request of the Premium Cardholder.
• 
  Fine knowledge of Fine Dining, Theatre/Opera recommendations.
• 
  An enriched contact base in dining and converting table reservations in sold out scenarios. Food and Beverage background is a plus.
• 
  Destination/Geographical Knowledge and Supplier Product Knowledge
• 
  Basic Destination Information with A Passion for Leisure Travel Product Knowledge
• 
  Basic Knowledge of International Travel Products, Airfares, Itineraries, Routings & Airlines
• 
  Exposure to End to End Travel Servicing Including Hotel / Car/ Visa / Packages/ Insurance
• 
  Exposure to Customer Handling
• 
  Manage Lifestyle queries
• 
  Provide customer service for American Express Travel Online queries

Business Outcomes:

• 
  Accurate & timely completion of travel & lifestyle reservations
• 
  Build relationships with high net worth individuals (HNIs) & service their needs effectively through innovative thinking
• 
  Offer relevant value added propositions using detailed knowledge of customer’s choices
• 
  Provide relevant travel recommendations
• 
  Prioritize & efficiently fulfill customer requests through consultative selling
• 
  Provide servicing for American Express Travel Online customers and drive engagement through CM education

Leadership Outcome:

• 
  Put enterprise thinking first, connect the role’s agenda to enterprise priorities and balance the needs of customers, partners, colleagues & shareholders.
• 
  Lead with an external perspective, challenge status quo and bring continuous innovation to our existing offerings
• 
  Demonstrate learning agility, make decisions quickly and with the highest level of integrity
• 
  Lead with a digital mindset and deliver the world’s best customer experiences every day

Past Experience:
3-5 years of experience is customer service, travel sales and hotel & concierge.
Academic Background:
Graduate with excellent Oral and Written Communication Skills In English
Functional Skills/Capabilities:

• 
  Knowledge of high-end, luxury travel & lifestyle products, services & value propositions
• 
  Time Management
• 
  Workload Management

Technical Skills/Capabilities

• 
  Knowledge of destinations & geographies
• 
  Problem solving skills

Knowledge of Platforms

• 
  MS office suits (Excel, Word, PowerPoint, Access)
• 
  GDS Platforms: Amadeus, Sabre ( preferred not mandatory)

American Express is an equal opportunity employer and makes employment decisions without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.