Job Description

Consultant – Premium Travel & Lifestyle Services (Travel & Concierge Experiences, Kuala Lumpur - HK market)

A frontline, customer-facing position, the Digital Travel and Lifestyle Consultant plays a vital role in making membership come to life for our most exclusive, premium Card Members, every day. This is a virtual contact center role servicing phone and email requests related to travel and concierge (lifestyle) services. A successful Digital Travel and Lifestyle Consultant has a natural passion for driving customer engagement, deepening relationships, and curating unforgettable experiences. They possess a keen awareness of relevant trends and upcoming events happening in the luxury servicing space and pride themselves on enhancing the Card Member experience through value added benefit reinforcement.

顧問 – 尊尚旅遊及生活禮賓服務（香港市場）

工作地點：吉隆坡

您將如何發揮影響力？

作為旅遊及生活禮賓服務團隊的重要成員，您將為我們最尊貴的會員提供卓越而個人化的服務體驗，充分體現品牌所承諾的尊尚會員價值。

此職位隸屬於會員服務中心，主要透過電話及電郵渠道，為會員提供旅遊規劃及生活禮賓相關服務。成功的候選人將熱衷於與會員建立長遠關係，善於了解會員需求，並透過精心策劃的服務方案，締造難忘而獨特的尊尚生活體驗。

您將持續掌握奢華旅遊、餐飲、娛樂及生活方式領域的最新趨勢，並透過善用會員專屬禮遇及增值服務，不斷提升會員滿意度及忠誠度。

• Service Card Member travel and concierge (lifestyle) requests from beginning to end, displaying strong ownership and accountability while ensuring seamless delivery

• Strategically recommend personalized products and services tailored to the Members’ needs

• Build relationships with the Card Members while delivering outstanding customer service through every interaction

• Navigate multiple tools and effectively communicate through all customer channels

• Achieve accuracy with detailed and meticulous documentation

• Stay current with professional level knowledge of the Centurion and Platinum products, benefits, and current offerings; as well as ATO platform

• Maintain awareness of industry trends and their impacts to the Travel and concierge (lifestyle) space

• Consistently collaborate with Centurion Relationship Manager to gain deep understanding of assigned portfolios' profile, preferences, history, and expectations

  *Note - this is not a people leadership role

  主要職責

• 全程負責會員的旅遊及生活禮賓服務需求，確保服務體驗順暢無縫，並展現高度責任感及擁有感（Ownership ）
• 根據會員個人喜好及需求，提供專業且個人化的旅遊及生活方式建議
• 與會員建立及維繫長遠關係，於每次互動中提供卓越的客戶服務體驗
• 熟練運用多個內部系統及工具，並透過不同客戶溝通渠道高效處理查詢及服務要求
• 準確記錄會員資料及服務內容，確保資料完整及符合品質標準
• 持續掌握 Centurion® 及 Platinum Card® 產品知識、會員權益及最新服務資訊，並熟悉相關服務平台及工具
• 密切關注全球旅遊、餐飲及生活方式市場動態，了解相關趨勢對會員服務的影響
• 與客戶經理保持緊密合作，深入了解會員背景、偏好、生活習慣及期望，提供更具針對性的個人化服務

• 主動發掘及推薦適合會員需要的旅遊及生活方式方案，提升會員整體體驗

  備註：本職位不涉及團隊管理職責。

Minimum Qualifications:

• Travel Experience required.

• A minimum 2 years of Luxury Travel experience with knowledge of a GDS reservation / Sabre booking system is a plus

• Diploma or Bachelor Degree is preferred

• Language proficiency in English and Cantonese (both verbal and written), Mandarin will be a plus

• Knowledge of world geography and travel destinations including the current dining and lifestyle trends across the globe

• Positive attitude and growth mindset, demonstrated through desire to learn and adapt

• Experience collaborating with colleagues in a team-based environment

• Possess a genuine passion for delivering the highest level of personalized service with a history of exceptional customer service metrics

• Natural communicator with the ability to demonstrate listening skills and able to adapt conversation to the situation

• Executive level communication skills across a variety of channels through active listening and outstanding written and spoken communication

• Flexibility to work shifts to accommodate customer/business needs

We are available to service our Card Members 24 hours / 7 days per week. Our hours of operation are subject to change based on Card Member and business needs. Successful candidates are required to work on shift, from Monday to Sunday

我們正在尋找這樣的您

基本要求

• 具備旅遊業相關工作經驗
• 兩年或以上尊尚旅遊、奢華旅遊、禮賓服務或尊貴客戶服務經驗
• 熟悉 GDS 、Sabre 或其他旅遊預訂系統者將獲優先考慮
• 持有大專或以上學歷者優先
• 具備優秀的英語及廣東話書寫及會話能力
• 熟悉全球主要旅遊目的地，並了解國際餐飲、酒店及尊尚生活體驗市場的最新趨勢
• 具備積極主動的工作態度及成長型思維，樂於學習及適應變化
• 具備良好的團隊合作精神，能與不同團隊及持份者有效協作
• 熱衷於提供高度個人化服務，並擁有卓越的客戶服務紀錄
• 具備優秀的人際溝通及傾聽能力，能因應不同會員需要靈活調整溝通方式
• 具備成熟的尊貴客戶及行政層溝通技巧，能透過電話、電郵及其他渠道進行專業溝通
• 能夠於快節奏及多任務環境下維持高水平服務質素及工作效率
• 願意接受輪班工作安排，以配合會員及業務運作需要

工作時間及輪班安排

我們為會員提供全年 24 小時、每週 7 天不間斷服務。

因此，工作時間將根據會員及業務需求安排。成功獲聘的候選人需接受輪班制度，工作日包括星期一至星期日，並按排班表工作。

加入我們的團隊

如果您熱衷於為尊貴會員打造非凡的旅遊及尊尚生活體驗，並希望在充滿活力及國際化的環境中發展事業，我們誠邀您加入我們的團隊，共同創造卓越的會員體驗，為會員帶來與別不同的服務體驗。

Compliance Language:

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 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 opportunities

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

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

As part of Team Amex, you’ll experience our powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.