2017/06/12 14:07
No: 26618
by: Chie Inoue
Japanese/English Bilingual Team Leader (Full-time)
American Express
Job 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 entered the travel agency business in 1915 and today is one of the world’s largest luxury travel and lifestyle services networks. The Travel & Lifestyle Services (TLS) business provides easy access and extraordinary service for Card Members seeking leisure, as well as a variety of lifestyle services. TLS serves both premium and non-premium Card Members via several servicing channels including our telephone service center (predominantly for premium Card Members). There are significant opportunities for the TLS business in Canada to operate in a more efficient and streamlined servicing model, especially in terms of optimizing our processes in our contact centers. To enable that, we are focused on process excellence across the TLS organization including implementing a number of market and globally aligned key projects and initiatives focusing on the customer experience, employee engagement and revenue generation.

• Based in Toronto, Canada and responsible for the day to day operations of American Express Travel & Lifestyle Services, Japan After Hours Servicing, leading a team of travels consultants who provide premium service to Centurion and Platinum Card Members
• Reports directly to the Operations Manager, Japan After Hours Servicing
• Responsible for handling customer service issues and supporting improvement process initiatives
• Build and maintain a high performing, motivated and engaged team by creating an environment of excellence and delivering premium service to Card Members
• Ensure accuracy and quality of customer service through effective coaching and monitoring of performance
• Expected to drive positive results in Employee, Customer and Shareholder satisfaction in line with department’s annual goals

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.


• Bilingual in Japanese and English (written and spoken)
• Excellent understanding of the travel and hospitality/concierge industry
• Excellent knowledge of the PSP Platform
• GDS/Sabre proficiency a definite asset
• Proven leadership skills to engage team and lead to success
• Excellent communication and conflict management skills
• Premium customer service standards
• Excellent problem solving and critical thinking skills
• Ability to achieve Employee, Customer and Shareholder goals
• Contact center experience a definite asset

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. If you have a disability accommodations can be made. Mozilla/5.0 (Windows NT 6.1; WOW64; Trident/7.0; rv:11.0) like Gecko