Member Services Professional

Job Description - Member Services Professional (25003028)

You Lead the Way. We’ve Got Your Back.

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

The role of the Member Service Professional (MSP) will be to deliver superior service to Card Members visiting the American Express Centurion Lounge, located in 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.

How will you make an impact in this role?

1. Welcoming and providing access to our Card Members upon arrival at reception
2. Being accountable and taking ownership of the customer’s experience from beginning to end
3. Creating innovative ways to resolve customers’ issues or concerns to win their brand loyalty
4. Employing the Customer First philosophy in meeting customers’ needs and expectations
5. Providing concierge and lifestyle recommendations
6. Providing travel consultation and minimal reservation assistance
7. Accommodating needs of our Card Members, by partnering with our food and beverage lounge partners

Minimum Qualifications

1. Minimum of 1 year recent experience servicing premium customers
2. Airline, lounge or travel industry experience is preferred
3. Passion for servicing customers with proactive solutions
4. Exceptional communication skills
5. The ability to listen to the customer’s needs, in turn offering confident recommendations
6. Must exhibit professionalism and maintain a positive attitude in all interactions
7. The ability to rely and collaborate with your colleagues is essential
8. Ability to make decisions quickly and effectively
9. Must be resourceful and capable of using the Internet effectively
10. Ability to utilize and switch from multiple technology platforms with ease
11. Adapt to an ever-changing environment and be resilient
12. Ability to work flexible shifts including nights, weekends, and holidays
13. Light to moderate lifting may be required for certain job tasks

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. Benefits include:

1. Support for financial well-being and retirement
2. Comprehensive medical, dental, vision, life insurance, and disability benefits
3. Flexible working model with hybrid, onsite or virtual arrangements
4. Generous paid parental leave policies
5. Free access to global on-site wellness centers
6. Free and confidential counseling support through our Healthy Minds program
7. 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.

American Express is an equal opportunity employer and makes employment decisions without regard to any status protected by law.