Team Leader, Travel and Lifestyle Operations Japan Afterhours Team

Team Leader, Travel and Lifestyle Operations Japan Afterhours Team
Employment type: Full-time
AMERICAN EXPRESS.
City: Toronto
Last visit: 2014-10-29
Author's ads: 1

Posted: 2014-10-29

Description:

American Express Canada is a company with a long history and a bright future. A Canadian employer since 1853, Amex has created a culture that nurtures extraordinary talent and turns careers into unparalleled experiences. A company where every employee is given the opportunity to learn, grow and excel, Amex is always on the lookout for driven, forward-thinking and creative people ready to take their career to the next level. So, if you share our passion for excellence, our dedication to great service and our excitement about innovation, there's a world of opportunity waiting for you in a career with American Express Canada.

American Express Canada is a company with a long history and a bright future. A Canadian employer since 1853, Amex has created a culture that nurtures extraordinary talent and turns careers into unparalleled experiences. A company where every employee is given the opportunity to learn, grow and excel, Amex is always on the lookout for driven, forward-thinking and creative people ready to take their career to the next level. So, if you share our passion for excellence, our dedication to great service and our excitement about innovation, there’s a world of opportunity waiting for you in a career with American Express Canada.

Job Description and duties:

You will be responsible to grow and mentor the Japanese market travel counselors and concierge team to ensure they provide exceptional service to our elite customers. By providing daily direction to your team you will equip them on how to handle customer questions and concerns. Your focus will be on ensuring that your team is equipped to superbly handle travel arrangements, lifestyle and concierge requests for the Japanese premium market sector. In addition you will expertly handle all customer service escalations to ensure customer satisfaction. In accordance to the Amex performance standards requirements you will provide hands-on coaching and performance improvement discussions and documentation to meet service and sales targets. In this role you will act as a liaison between the Toronto and Tokyo office to ensure smooth day-to-day call centre operations. Recruitment and training will also be a major responsibility in this role.

Benefits: 12 vacation days plus 3 personal days, comprehensive benefit plan including medical and plan

Salary: $55,000/Annual with a signing bonus consideration. Future increases will be in accordance with the Amex annual salary review program

Skill Requirements:

Education: Completion of college level diploma or equivalent, preferably in travel and tourism

Experience: Minimum of four years experience as a travel or lifestyle consultant; minimum of one year experience in a travel clerk supervisory position.

Required Skills:

English is required: speak, read, write

Extensive knowledge of the Japanese hospitality industry is necessary, especially in the premium market segment

Previous credit card and customer service experience preferably in the Japan market

Experience in a global company a definite asset

In-depth knowledge of Japanese customs and culture is necessary, especially in the premium market segment

In-depth knowledge of Japanese leisure travel is necessary, especially in the premium market segment

Excellent customer service, oral communication, decision-making, problem-solving and time management skills

Ability to utilize PC applications in Japanese language is an asset

Native level Japanese language proficiency is an asset

Proven experience in leading a team, coaching, training and employee engagement

Previous travel industry systems knowledge a requirement (GDS, Apollo, Sabre)

It’s an exciting time to join American Express Canada, where we dedicate extensive time, resources and effort to satisfying and surprising our customers. We make that same commitment to our employees, as well, striving to create an environment where people are respected, both personally and professionally. Be part of it. American Express Canada is committed to employment equity and encourages applications from aboriginal persons, persons with disabilities, members of visible minority groups and women.

Employer:

Amex Canada Inc.

33 Yonge Street

Toronto, Ontario

M5E 1S9

Career Level: Experienced

Industry: Financial Services and Banking

Job Function: Customer Service

Website: http://careers.americanexpress.com/occupation/index.html?inav=YourCareer