Team Leader - Premium Travel and Lifestyle Services

Team Leader – Premium Travel and Lifestyle Services

Supervisors/Team Leaders (Call Centre & Customer Service) With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally. At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong. Join Team Amex and let's lead the way together. As a brand built on going above and beyond to provide the best customer experience, having the most exceptional colleagues is paramount. As the face of the company, you can create positive interactions with our customers every day–from curating a unique travel or lifestyle experience to helping them with their everyday needs. And, you can grow your skills through industry-leading training and ongoing coaching, all while learning what it means to continually set the standard for world class, customer-first service. Find your place in service on #TeamAmex.  How will you make an impact in this role? Our dynamic Team Leaders create an engaging and high performing environment to manage, lead and coach a team of Travel Consultants who provide an end-to-end extraordinary customer care to our Premium Card Members. Passionate about customer commitment, they use their strong leadership skills to motivate and inspire the team to deliver extraordinary service by surpassing the expectations of our Premium Card Members and reaching our business goals with outstanding results. Responsibilities: Our Team Leaders engage daily in delivering operational excellence through call center management, data analytics, monitoring the Card Member experience, and creating an engaging colleague environment. Leaders set the agenda by clearly presenting a compelling vision of success to their colleagues, connecting TLS Operations to the broader company, and staying connected to world events that influence the travel industry. Leaders create an engaging and successful environment to manage, lead and mentor a team of dedicated Travel Consultants who provide travel services to our Premium Card Members. If there’s a way to give our Card Members what they want, you’ll find it. And that means knowing how to:

• Select and onboard new hires, creating a positive experience and setting them up for success
• Inspire your team to achieve their goals through at an individual and team level
• Evaluate your teams performance, and provide consistent coaching and feedback to drive continuous improvement
• Recognize key performance indicators and create individual development and action plans that are owned and driven by the employees
• Conduct team meetings, to lead your team through change or to ensure they are informed of any issues which may affect the way they service our Card Members
• Ensure first-class service delivery is the main priority

Qualifications:

• Experience in a service oriented environment
• Demonstrated passion for service with the ability to resolve customer issues and concerns, inspiring loyalty to the brand
• A minimum of 2 years in direct leadership and/or experience in mentoring, coaching, and developing a team
• Maintain resilience, composure and remain positive under pressure and changing circumstances at all times
• Strong consultative coaching skills with ability to confidently motivate and inspire a team
• Ability to drive and measure business results
• Strong analytical skills, with a proficiency with Microsoft Excel, Word and PowerPoint
• Good time management and can effectively prioritize team workloads
• Excellent written and verbal communication skills
• Bachelor Degree is preferred
• Travel or hospitality industry experience, with knowledge of a GDS reservation / Sabre booking system a plus
• Language proficiency in English and Cantonese (both verbal and written)

This position is supporting a team of TLS Consultants. Hours of operation are from 8:00AM to 8:00PM Monday to Sunday. 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:

• 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. Registration No. Amex MY

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