Introduction to American Express and Our Mission
At American Express, we pride ourselves on being a global and diverse community of colleagues committed to backing our customers, communities, and each other. Our mission is to provide the world's best customer experience every day, upholding our company values and powerful backing promise with integrity and a commitment to making everyone feel seen, heard, and valued. As a leader in the travel and lifestyle industry, we are dedicated to delivering exceptional service and creating unique experiences for our Platinum Card Members.
About the Role: Premium Cruise and Custom Vacation Consultant
We are seeking an experienced and passionate travel professional to join our team as a Premium Cruise and Custom Vacation Consultant. As the face of our company, you will have the opportunity to create positive interactions with our customers every day, designing unforgettable trips and memories for our Platinum Card Members. This is a critical frontline role in our contact center, answering calls from our premium card members in a high-volume environment. If you have a desire to create extraordinary vacations and delight our valued Card Members with the unforgettable and unexpected, we encourage you to apply.
Key Responsibilities:
- Deliver world-class customer service in an in-bound, high-volume travel call servicing environment
- Use exceptional consulting skills and industry knowledge to design unique travel and lifestyle experiences, expertly booking cruises, custom vacations, hotels, flights, and transportation arrangements anywhere in the world
- Provide reassurance and create rapport by listening to needs from the initial inquiry to the welcome home greeting
- Build long-lasting relationships through exceptional listening and communication skills
- Network with our destination and supplier partners to provide extraordinary, perfectly implemented experiences
- Communicate new and existing product offerings and value propositions relevant to the Card Member
- Always put the Card Member's experience at the forefront of everything you do, reinforcing the Membership First approach and earning their dedication
Essential Qualifications:
To be successful in this role, you will need:
- A minimum of 1 year of Cruise, Custom Vacations, or Agency experience
- A proficient understanding of world geography and emerging travel destinations
- Resilience and composure to remain positive under pressure and in changing circumstances
- Strong time management and multi-tasking skills
- A positive attitude and outlook, demonstrated through a desire to learn, willingness to 'have-a-go,' and an optimistic team player mentality
- Natural communication skills, with the ability to demonstrate listening skills and adapt conversations to suit the situation
- Technical ability and experience using computer applications and personal devices, with the ability to navigate PC and basic MS Office easily
- Flexibility to work shifts, including evenings and weekends
Preferred Qualifications:
While not required, the following qualifications are preferred:
- Previous experience working in a high-volume call center environment
- Knowledge of travel industry systems and software
- Fluency in multiple languages
- Previous experience working with high-end travel clients
Skills and Competencies:
To excel in this role, you will need to possess the following skills and competencies:
- Exceptional customer service skills, with the ability to provide personalized service to high-end clients
- Strong communication and interpersonal skills, with the ability to build rapport with clients and colleagues
- Ability to work in a fast-paced, dynamic environment, with a high level of resilience and adaptability
- Strong problem-solving and analytical skills, with the ability to think critically and outside the box
- Ability to work independently and as part of a team, with a strong sense of accountability and ownership
Career Growth Opportunities and Learning Benefits:
At American Express, we are committed to the growth and development of our colleagues. As a Premium Cruise and Custom Vacation Consultant, you will have access to:
- Industry-leading training and ongoing coaching to help you develop your skills and knowledge
- Opportunities for career advancement and professional growth within the company
- A comprehensive benefits package, including competitive base salaries, bonus incentives, and a 6% company match on retirement savings
- A flexible working model, with hybrid, onsite, or virtual arrangements depending on role and business need
Work Environment and Company Culture:
At American Express, we pride ourselves on our unique and inclusive company culture. As a colleague, you can expect:
- A dynamic and supportive work environment, with a focus on collaboration and teamwork
- A culture of diversity, equity, and inclusion, with a commitment to making everyone feel seen, heard, and valued
- Opportunities to get involved in company-sponsored events and activities, including volunteer days and community outreach programs
- A comprehensive wellness program, including free access to global on-site wellness centers and confidential counseling support
Compensation, Perks, and Benefits:
As a Premium Cruise and Custom Vacation Consultant, you can expect:
- A competitive hourly salary range of $20.00 to $28.85, plus bonus and benefits
- A comprehensive benefits package, including medical, dental, vision, life insurance, and disability benefits
- A 6% company match on retirement savings, with a comprehensive retirement savings plan
- Flexible working arrangements, including hybrid, onsite, or virtual options depending on role and business need
- Opportunities for career advancement and professional growth within the company
Conclusion:
If you are a motivated and passionate travel professional looking for a new challenge, we encourage you to apply for the Premium Cruise and Custom Vacation Consultant role. With a commitment to delivering exceptional service and creating unique experiences for our Platinum Card Members, we are looking for someone who shares our values and is dedicated to providing world-class customer service. Apply now to join our team and take the first step in an exciting and rewarding career with American Express.
Apply Now