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For your reference, we have included the original job posting below.
Team Manager, Lifestyle Hong Kong Job
Job Number:
25454392
Company Name:
American Express
Job Location:
Hong Kong, HK
Job Category:
Customer Service
Team Manager, Lifestyle Hong Kong Job
Job Posting Title: Team Manager, Lifestyle Hong Kong AutoReqId: 129203BR
Responsibilities:
Passion about lifestyle & show keen interest in luxurious products with the sense of knowing the latest & upcoming trend. Provide destination expertise on Fine Dining, Theatre/Opera recommendations, flower & limousine arrangements & etc to ensure card members' request is fulfilled and attended to with the highest level of professionalism. The core duty of the Team Manager of Lifestyle is to manage a team of Lifestyle Consultants who provide round the clock concierge services to our premium customers. Principal Accountabilities
To go above and beyond what is perceived as normal Lifestyle servicing and deliver a wow or delight factor to the most premium Card Member. To manage a team of Lifestyle Consultants who provide round the clock concierge services to our premium customers. To build/strengthen relationships with our premium card members, preferred suppliers as well as internal customers. To support Head of Lifestyle in communicating strategy and new product development to the Concierge/Lifestyle team as well as updating changes to any to existing suppliers. To manage card members comments & feedback to understand trends and expectation. Be able to resolve issue that may arise with a sense of urgency. Execute and adhere to all quality standards relating to the company scorecard to ensure great customer experience. Work closely with the Product / Marketing Department to conduct product training / briefing sessions to ensure team members are updated with the latest initiatives and product features. Ensure the highest level of accuracy and attention to detail are applied in written and oral communication. Closely monitor call volumes to ensure maximum coverage and required service level is achieved. Work with workforce planning to ensure deployment of resources is sensibly arranged according to the anticipated business volume. Responsible for staff recruitment, training and other day-to-day operational issues. Assist direct report in performance management and staff development to encourage individual growth according to their strength and skills. Embrace the Blue Box Values to ensure all actions & fulfillments are done according to the company values. Commitment to deliver best-in-class services by responding calls and emails in a timely and professional manner. Seeking continuous improvement in terms of quality is equally important. Ability to work under pressure and ensure that all deadlines are strictly adhered to. Be able to provide back up for overflow calls during busy periods if necessary. Critical Challenges
Fostering a positive relationship with external /Internal customers. High level of Conflict Resolutions skills when dealing with Card Members/Suppliers. Be able to resolve difficult issues that may arise within the team in a timely and professional manner. Adherence to Quality checks at all times. Evenly distribute the daily workload and ensure all requests are fulfilled. Ability to work under pressure and ensure that all deadlines are strictly adhered to. Handle difficult customer situations tactfully and portraying a positive reflection on the Blue Box Values at all times. Flexible in terms of working extra hours for extraordinary customer demand.
Required Qualifications:
? Possess sound product knowledge in Lifestyle / Concierge servicing such as fine dining, theatre/opera recommendations, sporting events & latest trend of other luxurious products. A minimum of four years' managerial experience, with a previous track record of working in call centre is a definite advantage. Practical experience in managing a reasonable size of team members with strong influencing and collaboration skills Demonstrate thorough understanding of customer service and what it takes to deliver a premium service. Attention to details with excellent time management and organisational skills. Demonstrate excellent written communication skills with strong proficiency in English, Cantonese and Putonghua. Ability to prioritise workload and cope with changing work demands. Ability to think laterally and multi-task. Proven problem-solving skills and be able to work independently with minimum supervision. Ability to negotiate with suppliers to ensure the best outcome for the business. Make sound judgement in conjunction with suppliers that best fit the customer's request.
