上海 [切换城市] 上海招聘

高端客户服务主管

运通亚洲网络咨询服务（北京）有限公司上海长宁分公司

  • 公司规模：150-500人
  • 公司性质：外资（欧美）
  • 公司行业：银行

职位信息

  • 发布日期：2019-11-15
  • 工作地点：上海-长宁区
  • 招聘人数：若干人
  • 工作经验：无工作经验
  • 学历要求：招若干人
  • 语言要求：不限
  • 职位类别：客服主管

职位描述

Job Description

Imagine a more meaningful career in the premium travel and lifestyle sector with a leading brand. At American Express, we pride ourselves on delivering a flawless service, as well as providing a unique and exclusive experience for our Platinum and Centurion cardholders. We believe a career should be the pursuit of what you love, a way of making things better in the world around you and the foundation for a successful future. We are currently seeking a Centurion Team Leader to join our expanding China Travel and Lifestyle Services team in an exciting and driven work environment. If you have exceptional customer service skills, take great pride in your work and enjoy going above and beyond to surpass expectations, then this role could be for you. You take the burden out of our card members lives by planning and scheduling trips that weren’t thought possible. You craft extraordinary experiences and ensure clients reach special events while time is running out. You possess a wealth of knowledge that’s full of choices, options and plans. No matter what you do, you ensure our customers receive VIP treatment throughout their journey. As an American Express Centurion Team Leader, you never know what your day is going to entail and what miracles you may have to conjure up. If you have the passion to make things happen—you are exactly who we are looking for. Go confidently in the direction of your dreams. Begin a meaningful career at American Express. Role Description As a Centurion Team Leader for the Travel and Lifestyle Services division within American Express, you will manage a team of phone Centurion Ambassador, managing production, taking escalation calls from Card Members, providing knowledgeable and consultative coaching and mentoring that is based on your own experiences and expert knowledge of the travel and lifestyle services industries. Using effective situational leadership and team building methods, you will be able to transform your team’s performance, drive revenue and increase engagement. American Express fosters a goal-oriented environment, where you will be frequently coached as our commitment to help you develop world-class management and leadership skills. We want extraordinary Centurion Ambassador who can surpass our Centurion Card Members’ expectations by creating travel and lifestyle experiences of a lifetime.

As a Team Leader, you will be responsible for:

-Managing, coaching and leading a team of Centurion Ambassador

-Drive individual and team performance through monitoring and coaching on customer delivery

-Develop and nurture team development to increase engagement and skill development

-Monitor, report and deliver key performance metrics to senior management

-Identify, propose and execute performance improvement initiatives Candidates must be available to work independently with multi-task skills, feel comfortable to deal with pressure. Hours of operation may change due to business needs. If you know what it takes to provide a true ‘luxury’ experience, this may be the role for you.

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.美国运通在聘用候选人之前，会进行符合相关法律法规的全面背景核实。在候选人成功通过背景核实之后，才会收到美国运通的正式受聘。



Qualification

- Prefer Bachelor Degree
- >3 years previous role as a people leader or related work experience Travel Industry Experience or Luxury/Premium Customer Service Knowledge and Experience
- Strong appreciation for travel, tourism and luxury products and
- Previous travel industry experience is desired but not necessary or
- A minimum of 5 years recent experience in a customer facing premium or luxury service industry Customer Service and Communication Skills
- Previous team leadership or management is required (call center or sales is preferred).
- The ability to communicate and connect with a team to drive performance.
- Previous call center experience is preferred and experience in handling customer escalations is preferred.
- Expert local native language ability (written and spoken) is required (Chinese and English are mandatory). GDS and Computer Skills
- GDS or computer reservations experience is preferred.
- You must be IT literate as you will need to be able to understand and use Internet search sites and e-mail, in addition to the GDS and other in-house systems. There is a great deal of multi-tasking involved in these roles and your ability to quickly and confidently navigate a number of systems at once will be vital. Leadership and Management Skills
- Ability to identify skills gaps and provide relevant coaching and leadership is required to increase individual and team performance.
- Experience in process improvement, analytics and gap analysis would be helpful in targeting performance improvement. Other Skills
- Presentation skills with the ability to professionally prepare and report out team results, areas for improvement and action plans to senior management.
- Time management skills are vital and a thorough understanding of an operations environment and culture would be beneficial
- The ability to adapt to an ever changing environment, being resilient and flexible.
- Must have a ‘can-do attitude’, curiosity and a healthy competitiveness.
- Ability to work flexible shifts including nights and weekends is essential.


更多内容请点击：


https://meaningfulcareer.americanexpress.com/China/

职能类别：客服主管

公司介绍

美国运通公司（American Express）是一家综合性财务、金融投资及信息处理的环球公司，创立于1850年，总部设在美国纽约。美国运通主要提供高品质的信用卡及签帐卡、旅行支票、旅游、财务策划、投资产品、保险及国际银行服务等。
作为全球***的独立信用卡公司，运通公司旗下的运通卡知名度***，自1958年首次发行，以不预设消费限额及提供高水准服务而享有很高声誉，为千百万美国运通卡会员及全球绝大多数跨国公司采用。
美国运通会员可专享各种购物折扣及优惠，旅行服务，机票及饭店预订，商务服务，保险等服务等，全球通用。
美国运通国际股份有限公司1916年就曾在上海、天津和香港开设办事处，1979年重返中国，在北京等地开设了四个代表处，是最早进入中国的国际卡组织。

联系方式

  • 公司地址：地址：span上海市长宁区娄山关路523号金虹桥大厦