At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you’ll experience this powerful backing with comprehensive support for your holistic well‑being and many opportunities to learn new skills, develop as a leader, and grow your career.
Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.
How will you make an impact in this role?
Responsible for contacting clients with overdue accounts to secure the settlement of the account. Also the role involves preventive work to avoid future overdues with accounts that have a high exposure.
The Member Service Professional (MSP) will deliver superior service to Card Members visiting the American Express Centurion Lounge, located at London Heathrow Airport. MSPs represent American Express to our customers, acting as brand ambassadors. Working as a cohesive team, they excite our customers and deliver on the brand promise. A successful MSP in the Centurion Lounge is passionate about delivering extraordinary service, providing travel, card, concierge and lifestyle services to American Express Card Members. Acting as a consultant, MSPs tailor products and services to meet Card Members’ immediate needs and deepen their relationship with American Express.
Minimum Qualifications
- Welcoming and providing access to our Card Members upon arrival at reception.
- Being accountable and taking ownership of the customer’s experience from beginning to end.
- Creating innovative ways to resolve customers’ issues or concerns to win their brand loyalty; ultimately making loyal enthusiasts out of the customer.
- Employing the Customer First philosophy in meeting customers’ needs and expectations.
- Providing concierge and lifestyle recommendations.
- Providing travel consultation and minimal reservation assistance.
- Accommodating the needs of our Card Members, by partnering with our food and beverage lounge partners.
Lounge hours of operation are from 05:30 am to 10:00 pm, Monday through Sunday. Hours are subject to change due to business need.
Preferred Qualifications
- Minimum of 1 year recent experience servicing premium customers.
- Airline, lounge, or travel industry experience required, including reservation experience.
- Passion for servicing customers with proactive solutions.
- Exceptional communication skills, delighting the customer with every single interaction.
- The ability to listen to the customer’s needs, offering confident recommendations, resulting in high satisfaction from the customer with the service they received.
- Must exhibit the utmost professionalism and maintain a positive attitude in all interactions.
- The ability to rely on and collaborate with your colleagues is essential, as the lounge is a very active, fast‑paced, team environment.
- Ability to make decisions quickly and effectively when unanticipated situations arise, putting the Card Member’s experience at the forefront of everything you do.
- Must be resourceful and capable of using the Internet effectively to research.
- Adapt to an ever‑changing environment and be resilient.
- Ability to work flexible shifts, including nights, weekends, additional hours when needed, and holidays.
- Light to moderate lifting may be required for certain job tasks.
Employment eligibility to work with American Express the UK is required as the company will not pursue visa sponsorship for these positions.
Benefits and Perks
- Support for financial‑well‑being and retirement.
- Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location).
- Flexible working model with hybrid, onsite or virtual 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.
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