Travel Job Offer by American Express: ICC & UK Travel and Lifestyle Nights Consultant Job (Brighton, EAST SUSSEX, GB)
Since American Express first entered the travel business in 1915, their Consumer Travel Network has grown to one of the world’s largest travel networks.
ICC & UK Travel and Lifestyle Nights Consultant-13007895
This exciting, fast-paced team services a global portfolio of premium Cardmembers domiciled in over 84 countries worldwide and holding a Centurion or Platinum Card in either US Dollar or Euro denominations.
Due to its success, we now need to expand the team in order to continue to offer best in class service to our small base of customers.
This multi-skilled customer service role involves taking incoming calls from International Centurion card members regarding their Travel, Membership Rewards and Concierge enquiries. Dealing with the most prestigious Centurion International Currency card members, you will be responsible for taking ownership of customer requirements and delivering the highest level of personalised service in the above areas.
As an ICC Consultant you would be expected to service travel and concierge requests. These encompass all aspects of the travel and concierge environment e.g. Flights/Hotels/Car Hire/Eurostar/Private Jet & Yacht Charters/Shows & Events/Personal shopping. You will own the end-to-end process, therefore taking total ownership of the enquiry is vital. You will also be required to take calls from our UK card holders.
As our customers will be consulting with you for their travel itineraries, strong customer servicing skills are paramount in order to deliver a ‘WOW’ experience.
This is a target driven environment where goals and objectives are set and monitored on key performance indicators including quality, VoCM and driving revenue. The ability to work well under pressure either alone or as part of a team is essential.
As premium service providers, Travel and Lifestyle Services International is a challenging yet rewarding environment in which to work. In recognition of this position of responsibility you will receive in-house training which will be on-going throughout your career in American Express. This will enable you to deal with the varied requests from our card members in a professional and knowledgeable manner.
Applicants will need to be flexible as the department works on a night’s shift rota of 4 days on followed by 4 days off. Usual hours are 8pm until 8am, however, alternative 12-hour shift options will be considered for the right candidate providing this does not affect our card members. Shift allowance is paid depending on the hours worked.
Previous travel experience is a must.
– Previous concierge industry experience, ideally within the luxury arena would be beneficial.
– Previous customer service and call centre experience preferable.
– Good IT literacy, use of databases and internet search sites.
– A high level of communication, particularly using telephone and e-mail.
– Good research/information gathering and problem solving skills.
– Excellent time management skills – prioritising and responding promptly to customer calls and requests.
– Good knowledge of travel geography and destinations around the world.
-The ability to cross-sell relevant additional travel ancillaries and card member benefits i.e. transfers and lounge access.
– The ability to work on own initiative or as part of a team.
Primary Location: United Kingdom-East Sussex-Brighton