Premium Travel & Lifestyle Consultant (Cantonese and English speakers) - Future Opportunities

American Express Services Europe Limited; Kuala Lumpur; Hybrid; MYR 100,000 - 150,000; Full time

Job summary

A leading financial services company is seeking a Premium Travel & Lifestyle Consultant in Kuala Lumpur. The role involves providing exceptional customer service, facilitating travel and lifestyle requests for premium clients, and requires fluency in Cantonese and English. Candidates should have at least 2 years of experience in the travel or concierge industry and a passion for delivering outstanding service. This position offers a dynamic work environment and requires flexibility for a 24/7 rotating schedule.

Benefits

Comprehensive medical, dental, and vision insurance

Flexible working model

Career development opportunities

Qualifications

• Minimum of 2 years’ experience in travel and/or concierge service industry.
• Outstanding verbal and written communication skills in English and/or Cantonese.
• Resilient, agile, and highly dedicated with a growth mindset.
• Ability to work on a 24/7 rotating roster.

Responsibilities

• Provide a full suite of customer service offerings to premium customers.
• Assist customers with travel bookings and lifestyle requests globally.
• Research and recommend tailored luxury holiday experiences.
• Evaluate and resolve customer complaints expediently.

Skills

Customer Service

Negotiation

Communication skills in English

Cantonese proficiency

Multitasking

Tools

Sabre

Job description

STAGING / TEST ENVIRONMENT for AMEX Internal purposes only. If you are attempting to apply for a job at American Express, please visit our Career Portal.

Job Description - Premium Travel & Lifestyle Consultant (Cantonese and English speakers) - Future Opportunities (23011225)

Premium Travel & Lifestyle Consultant (Cantonese and English speakers) - Future Opportunities - 23011225

Description

American Express invites you to share your resume so you can be considered for future Premium Travel & Lifestyle Consultant opportunities in the Kuala Lumpur based Travel & Lifestyle organization.

Areas of opportunities may include

• Customer Service
• Negotiation

How will you make an impact in this role?

Customers Interaction

• Provide the full suite of customer service offerings (including booking, enquiries, requests) to our premium customers for the Hong Kong or Singapore market.
• Assist our premium customers with their needs from flight, lodging, car rental, cruise, tour, dining, golf booking, concert tickets, access to private events, as well as a wide range of other travel and lifestyle requests all over the world.
• Respond and follow-up on travel and lifestyle enquiries via multiple communication channels.
• Research, recommend and tailor luxury holiday/ booking experiences to our premium customers.
• Proactively offer options to customers and follow through to ensure customers are fully satisfied with the services and products.
• Stay up to date around premium travel and luxury products.
• Prepare written correspondence to customers when required to furnish information requested by customers.
• Evaluate customers’ complaints and ensure that they are taken care of expeditiously and satisfactorily, reporting service failures and making recommendations to prevent recurrences.
• Identifying the root causes of service incidents/failures and provide solutions to de‑escalate the customer’s issues.
• Leverage and research using a variety of internal and external resources to gain a deeper understanding of your customers and develop opportunities to deliver outstanding and proactive service.
• Attend training and develop relevant knowledge and skills to uplift customer experience.

Growing Revenue Generating Opportunities

• Plan and carry out travel sales activities to the agreed sales volumes, targets, and products.
• Identify and promote areas with potential for revenue generation to cross‑sell, upsell products and services including value added services.
• Develop strategies intended to drive business growth and to achieve specific goals in a dynamic environment.
• Work collaboratively with your team to grow the business with customers in a seamless manner.
• Assume additional responsibilities and projects at the request of the leadership team when needed to support the business.

Qualifications

• Minimum of 2 years’ experience in travel and/or concierge service industry, plus if you have supported the Hong Kong or Singapore market.
• Outstanding verbal and written communication skills in English and/or Cantonese.
• Deliver outstanding levels of customer service consistently and strive to provide the right solution for the customer in an efficient and agreed timeframe.
• Being passionate and having the basic knowledge of travel destinations; products & experiences are desirable - Trainings will be provided to grow and improve industry knowledge.
• Experience with Sabre or other GDS and or Basic Fares & Ticketing would be an advantage.
• Consistent track record of meeting and exceeding performance & productivity metrics through high levels of customer happiness and sales generated.
• Highly organized, ability to multitask, navigate across multiple systems and priorities and balance competing demands.
• Resilient, highly dedicated, agile with a growth mindset are pre‑requisite for this role.
• Outstanding attention to detail, with an ability to balance between efficiency and quality.
• Ability to work on a 24/7 rotating roster with starting shifts between 8am – 10pm, Monday through to Sunday over 365 days.

Minimum Qualifications

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 needs
• 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, 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.

American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.

Additional Note for US Applicants: American Express does not currently utilize the AI capabilities of its application management platform in making employment decisions.

If you have a disability and would like to request an accommodation in order to apply for a position you may contact us by emailing [e-mail]. Please indicate if you would prefer a response via email or phone. US applicants may also contact us by using the US Toll Free number 1-833-707-1981.