American Express invites you to share your resume so you can be considered for future Premium Travel &amp; Lifestyle Consultant opportunities in the Kuala Lumpur based Travel &amp; Lifestyle organization. Areas of opportunities may include <ul> <li>Customer Service</li> <li>Reading Comprehension</li> <li>Negotiation</li> <li>Sales</li> </ul>   How will you make an impact in this role?  Customers Interaction <ul> <li>Provide the full suite of customer service offerings (including booking, enquiries, requests) to our premium customers for the Hong Kong or Singapore market.</li> <li>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.</li> <li><a name="_Hlk147929086"></a>Respond and follow-up on travel and lifestyle enquiries via multiple communication channels.</li> <li>Research, recommend and tailor luxury holiday/ booking experiences to our premium customers.</li> <li>Proactively offer options to customers and follow through to ensure customers are fully satisfied with the services and products.</li> <li>Stay up to date around premium travel and luxury products.</li> <li>Prepare written correspondence to customers when required to furnish information requested by customers.</li> <li>Evaluate customers’ complaints and ensure that they are taken care of expeditiously and satisfactorily, reporting service failures and making recommendations to prevent recurrences.</li> <li>Identifying the root causes of service incidents/failures and provide solutions to de-escalate the customer’s issues.</li> <li>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.</li> <li>Attend training and develop relevant knowledge and skills to uplift customer experience.</li> </ul>   Growing Revenue Generating Opportunities  <ul> <li>Plan and carry out travel sales activities to the agreed sales volumes, targets, and products.</li> <li>Identify and promote areas with potential for revenue generation to cross-sell, upsell products and services including value added services.</li> <li>Develop strategies intended to drive business growth and to achieve specific goals in a dynamic environment.</li> <li>Work collaboratively with your team to grow the business with customers in a seamless manner.</li> <li>Assume additional responsibilities and projects at the request of the leadership team when needed to support the business.</li> </ul>   Qualifications: <ul> <li>Minimum of 2 years’ experience in travel and/or concierge service industry, plus if you have supported the Hong Kong or Singapore market</li> <li>Outstanding verbal and written communication skills in English and/or Cantonese</li> <li>Deliver outstanding levels of customer service consistently and strive to provide the right solution for the customer in an efficient and agreed timeframe.</li> <li>Being passionate and having the basic knowledge of travel destinations; products &amp; experiences are desirable - Trainings will be provided to grow and improve industry knowledge.</li> <li>Experience with Sabre or other GDS and or Basic Fares &amp; Ticketing would be an advantage.</li> <li>Consistent track record of meeting and exceeding performance &amp; productivity metrics through high levels of customer happiness and sales generated.</li> <li>Highly organized, ability to multitask, navigate across multiple systems and priorities and balance competing demands.</li> <li>Resilient, highly dedicated, agile with a growth mindset are pre-requisite for this role.</li> <li>Outstanding attention to detail, with an ability to balance between efficiency and quality.</li> <li>Ability to work on a 24/7 rotating roster with starting shifts between 8am – 10pm, Monday through to Sunday over 365 days.</li> </ul> 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: <ul> <li>Competitive base salaries </li> <li>Bonus incentives </li> <li>Support for financial-well-being and retirement </li> <li>Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location) </li> <li>Flexible working model with hybrid or onsite arrangements depending on role and business needs</li> <li>Generous paid parental leave policies (depending on your location) </li> <li>Free access to global on-site wellness centers staffed with nurses and doctors (depending on location) </li> <li>Free and confidential counseling support through our Healthy Minds program </li> <li>Career development and training opportunities</li> </ul> Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.