Centurion Travel Associate Relationship Manager
American Express
Hong Kong, Hong Kong, Hong Kong
1天前

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.

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.

New Hirers are required to back to office during the 6 months probation period

This is a frontline, customer-facing position, the Centurion Travel Associate Relationship Manager (Travel ARM) 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 services. A successful Travel ARM 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.

Responsibilities :

Service Card Member travel requests from beginning to end, displaying strong ownership and accountability while ensuring seamless delivery.

A dedicated Card Members' portfolio will be assigned.

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 products, benefits, and current offerings

Maintain awareness of industry trends and their impacts to the Travel space

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

Requirements :

A minimum 3 years of Luxury Travel experience

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

GDS or relevant Travel booking system knowledge is a MUST

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

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

Why American Express?

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 cus tomer experience every day.

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.

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