Customer Experience Ambassador for Premium Card Members -id-6595
Lead the Way, We've Got Your Back
At American Express, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities, and each other.
Job Description
The Member Service Professional (MSP) role is responsible for delivering superior service to Card Members visiting the American Express Centurion Lounge.
MSPs will be the face of American Express to our customers, acting as ambassadors of the brand. They will work as a cohesive team, exciting our customers and delivering on the brand promise.
- Welcome and provide access to our Card Members upon arrival at reception.
- Be accountable and take ownership of the customer's experience from beginning to end.
- Create innovative ways to resolve customers' issues or concerns to win their brand loyalty.
- Employ the Customer First philosophy in meeting customers' needs and expectations.
- Provide concierge and lifestyle recommendations.
- Offer travel consultation and minimal reservation assistance.
- Accommodate needs of our Card Members by partnering with our food and beverage lounge partners.
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Lounge hours of operation are from 5 AM - 11 PM Monday-Sunday. Hours are subject to change due to business need.
Key Responsibilities
- Welcome Card Members and provide them with access to the lounge.
- Take ownership of the customer's experience from start to finish.
- Resolve customer issues creatively to build brand loyalty.
- Meet customers' needs through the Customer First philosophy.
- Provide personalized recommendations for dining and travel.
- Assist with travel reservations and accommodations.
- Collaborate with lounge partners to meet customer needs.
American Express values flexibility and adaptability. MSPs must be able to work effectively in a fast-paced environment and respond to changing situations.
Requirements
- Minimum 1 year of experience servicing premium customers.
- Airline, lounge, or travel industry experience is preferred.
- Passion for providing exceptional customer service.
- Excellent communication skills to delight customers.
- Ability to listen to customers and offer personalized solutions.
- Must exhibit professionalism and maintain a positive attitude in all interactions.
- Ability to work collaboratively with colleagues in a dynamic team environment.
- Ability to make quick decisions when faced with unexpected situations.
- Resourcefulness and ability to use technology effectively in a customer-facing environment.
- Ability to adapt to a rapidly changing environment and prioritize tasks accordingly.
- Flexibility to work various shifts, including nights, weekends, and holidays.
- Light to moderate lifting may be required for certain job tasks.
What We Offer
American Express provides competitive base salaries, bonus incentives, comprehensive medical and dental benefits, flexible working model, and more.
