Personal Travel & Lifestyle Consultant - London Based

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Job Description


You won’t just help our customers see the world, you’ll help them truly experience it.

 

American Express Travel & Lifestyle Services (TLS) provides our Card Members around the world with a full range of services, from trip planning and booking to enhancing their travel plans with tailored experiences.


It is our mission to become essential to our customers by providing differentiated products and benefits. To accomplish this, we must make Membership come to life every day through the delivery of travel and lifestyle servicing for our most premium Centurion Customers.


Deliver the expected, and the unexpected.

 

As we continue to enhance our value proposition for our most premium customers, servicing plays an ever-increasing role.  Working within our customer call centre, the Membership Manager will play a key role in the flawless delivery of travel and lifestyle servicing for a portfolio of Card Members. They will understand the luxury servicing space and maintain an awareness in the latest trends across dining, entertainment, travel, fashion, events, etc. to engage with their customers. 

 

Membership Managers are skillful consultants that educate Card Members on their benefits and grow engagement through their ability to develop relationships. They drive sales through their exceptional service and deep knowledge of our travel and lifestyle products and benefits. Membership Managers deliver efficiently and flawlessly every day, every time.

 

Some of your responsibilities in this role will be:

 

  • Collaborating with your team Membership Executive to understand the profile, preferences and history (travel and lifestyle) of each Member in the team portfolio
  • Ensure customer profiles are accurate and up-to-date to further the proactive servicing philosophy
  • Being the clients first point of contact by phone or e-mail and taking ownership of the Card Member’s travel and lifestyle experience from beginning to end
  • Using exceptional consulting skills so that you can recommend relevant products and services that are perfectly tailored to our Card Members needs
  • Serving as an ‘expert’ who can provide personal insight into top travel destinations and lifestyle events which can be shared with customers and colleaguess
  • Master existing and new product offerings, value proposition and relevance to your Card Members
  • Building relationships with our travel and lifestyle partners which will enable you to provide extraordinary experiences, perfectly executed


Leveraging internal expertise to coordinate the handling of complex inquiries, ensuring timely completion to the satisfaction of the customer

 

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.


Qualifications


What you’ll need to be an expert in travel and lifestyle

  • Current knowledge and experience of Travel and Lifestyle, making bookings in PSP & Sabre is essential

  • Proven track record of exceptional customer satisfaction metrics

  • Excellent communication skills across a variety of channels through active listening and impeccable written and spoken communication

  • Demonstrated ability to work effectively within a team environment, displays a positive ‘Can Do’ attitude

  • Ability to maintain composure under pressure and in the face of frequently changing or competing demands

  • A flair for providing expert and consultative customer servicing and building strong customer relationships

  • Ability to drive customer satisfaction through understanding and meeting their travel and lifestyle servicing needs and following-up on engagement opportunities

  • Self-motivation to work independently, managing your time and prioritizing your workload appropriately

  • A desire to take ownership of your work and maintain superior attention to detail

  • A strong knowledge of world geography and travel destinations including the lifestyle scene across the globe preferred.

  • A background in call centre servicing, driving your own efficiency metrics would be an advantage

  • Flexibility to work shifts to meet customer needs

 

We service our Card Members 24 hours / 7 days per week.  The Centurion servicing department is open 7 days a week and hours of operation can change due to servicing needs.

Why American Express?

 

What you choose to do for a living is one of the most meaningful decisions you can make.

 

At American Express, our job is to help you excel at yours.  We provide experiences to become a great leader, a world of opportunities to grow your career, and an inclusive culture to help you thrive. Because the best way to back our customers is to back our people.

 

The powerful backing of American Express. 

 

Why American Express?

There’s a difference between having a job and making a difference.

 

American Express has been making a difference in people’s lives for over 160 years, backing them in moments big and small, granting access, tools, and resources to take on their biggest challenges and reap the greatest rewards.

 

We’ve also made a difference in the lives of our people, providing a culture of learning and collaboration, and helping them with what they need to succeed and thrive. We have their backs as they grow their skills, conquer new challenges, or even take time to spend with their family or community. And when they’re ready to take on a new career path, we’re right there with them, giving them the guidance and momentum into the best future they envision.

 

Because we believe that the best way to back our customers is to back our people.

 

The powerful backing of American Express.

Don’t make a difference without it.

Don’t live life without it.


To complete your application please click on the links below. However, if you require any assistance with the completion of this process – or need any reasonable adjustments to be made – then please contact the Recruitment Team on recruitment.support.uk@aexp.com or 00800 83 000038 (for Russia based candidates 810 800 83 000038).

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ReqID: 19021745
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Dec 19, 2019, 3:20:26 PM