Do you want to be part of the Centurion journey from start to finish?

In Travel and Lifestyle Services Centurion Engagement Team, you will play a key role by being in touch with our Cardmembers throughout their entire Centurion Membership journey. You are right there from the beginning, welcoming new members to the world of Centurion, helping them to get up and running with their membership and making sure they don’t miss any of the great Centurion benefits and experiences.

Along the customer journey, you will touch base with our Cardmembers in welcome calls, follow up interactions and support local Centurion events. You will pro-actively work with relevant personal offers, remember Cardmember birthdays and special occasions, as well as create those unique Centurion experiences. You will make sure that our Cardmember has a positive experience even when downgrading or cancelling their Centurion card. In this role, you will be key in representing the Centurion value proposition and an ambassador who takes pride in creating loyalty.

 

Role responsibilities

Give something unexpected and unforgettable As part of our Centurion Engagement Specialist team, you will be highly focussed on driving engagement. Other responsibilities include but are not limited to: Tailor welcome calls & onboarding process, account review and follow ups, and proactive activities based on Cardmember’s needs.  Know and understand Cardmember need to deliver meaningful experiences through personal offers, gifts, services and solutions.  Keep up to speed with benefits such as our local and international events, as well as offers in the Amex Experiences app. Manage administrative processes, including Amex Experiences app administration, invitations, registrations, wait lists, in addition to partnering with internal and external partners. Support and attend face-to-face events with the Cardmembers.  Responsible for retention activity, from understanding the issue the Cardmember is experiencing, an understanding of other Amex products and following the Customer First approach. Suggest and implement change to improve both the product and the Cardmember experience.  Support the invitation of our most valued Cardmembers to the exclusive world of Centurion.

Minimum qualifications

Required skills

A passion for building a rapport and positive customer experience via phone, email and face-to-face events. Strong technical skills and ability to utilize multiple tools.  Understanding of Travel & Lifestyle industry. Be a team player, stay positive and agile in a constantly changing environment to enable us to win as a team. Excellent active listening skills to capture and understand the Cardmember and stakeholder needs.   Exceptional communication skills in English and Dutch. French language skills are considered advantageous but are not compulsory. Previous experience in customer service is essential. Previous experience in complaint handling is an advantage. Be creative and solution oriented.  Enjoy a fast-paced and changing environment, whilst managing your time efficiently. 

Other information:

This role is eligible for AIA This role is not eligible for the Education Stay Program Work designation: Hybrid

 

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

Competitive base salaries  Bonus incentives  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.