OverviewJoin to apply for the Member Service Professional role at American ExpressAt 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.Role summaryThe role of the Member Service Professional (MSP) will be to deliver superior service to Card Members visiting the American Express Centurion Lounge, located in the London Heathrow Airport. MSPs will be the face of American Express to our customers, acting as ambassadors of the brand. Working as a cohesive team, they will have the ability to excite our customers and deliver on the brand promise. A successful MSP within the Centurion Lounge will have a passion for delivering extraordinary service to our best Card Members, in a customer facing environment. Our MSPs are highly skilled and motivated, providing travel, card, concierge and lifestyle services to American Express Card Members. Acting as a consultant, our MSPs will tailor our products and services to assist Card Members with their immediate needs and deepening their relationship with American Express.How will you make an impact in this role?It is our mission to become essential to our Card Members by providing differentiated products and services. It is our duty to make Membership come to life every day. MSPs do this by:Welcoming and providing access to our Card Members upon arrival at receptionBeing accountable and taking ownership of the customer’s experience from beginning to endCreating innovative ways to resolve customers’ issues or concerns to win their brand loyalty; ultimately making loyal enthusiast out of the customerEmploying the Customer First philosophy in meeting customers’ needs and expectationsProviding concierge and lifestyle recommendationProviding travel consultation and minimal reservation assistanceAccommodating needs of our Card Members, by partnering with our food and beverage lounge partnersLounge Hours of operation are from 05:30am–10:00pm Monday-Sunday. Hours are subject to change due to business need.Minimum QualificationsMinimum of 1 year recent experience servicing premium customersAirline, lounge or travel industry experience required, including reservation experiencePassion for servicing customers with proactive solutionsExceptional communication skills, delighting the customer with every single interactionThe ability to listen to the customer’s needs, in turn offering confident recommendations, resulting in high satisfaction from the customer with the service they receivedMust exhibit the utmost professionalism and maintain a positive attitude in all interactionsThe ability to rely and collaborate with your colleagues is essential, as the lounge is a very active, fast-paced, team environmentAbility to make decisions quickly and effectively, when unanticipated situations may arise, putting the Card Members’ experience at the forefront of everything you doMust be resourceful and capable of using the Internet effectively to researchAdapt to an ever changing environment and being resilientAbility to work flexible shifts including nights, weekends, additional hours when needed and holidays is essentialLight to moderate lifting may be required for certain job tasksEmployment eligibility to work with American Express in the UK is required as the company will not pursue visa sponsorship for these positions.BenefitsWe back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:Competitive base salariesBonus incentivesSupport for financial-well-being and retirementComprehensive 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 needGenerous 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 programCareer development and training opportunitiesOffer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.Seniority levelEntry levelEmployment typeFull-timeJob functionOtherWe’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr