Iris Hui, who has worked for MTS since 2008, says she gets to meet interesting people from all walks of life, such as entrepreneurs, lawyers and bankers.
"Our customers' requests could be so varied that it's hard to predict what our next challenge will be," Hui says.
Her most memorable project was to arrange the delivery of a bouquet and a congratulatory video to a card member's girlfriend for her graduation ceremony. The delivery was planned for the moment she was having her graduation photos.
"Everything turned out perfectly, and the girlfriend was so touched," she says. "I felt so good for being an angel in their life."
It takes excellent customer service to satisfy American Express' premium card members, including those carrying Centurion and Platinum cards, says Scott Dale, director and head of MTS, Greater China. "Applicants should be passionate about travel and luxury products, and willing to go beyond what is perceived as normal travel and lifestyle service to ensure maximum customer satisfaction."
They should have a minimum of four years' relevant customer service experience. A track record of serving high-end customers is definitely an advantage.
They should be able to work independently, prioritise workload and cope with changing work demands. They should be able to think laterally and multi-task. They must have strong problem-solving, management and organisational skills, and be attentive to detail. Strong interpersonal skills and proficiency in English, Cantonese and Putonghua are a must, says Dale.
New hires receive in-depth training to enhance customer service technique, continued with on-the-job learning and mentoring. The company offers a leadership course for high-potential team members, and has quarterly team-building events, monthly birthday celebrations and pre-festivity gatherings to strengthen team spirit.
Candidates with less work experience but who show potential may be offered junior positions, but they can always get promoted based on their performance.
- Excellent customer service is the key to this position
- You have to exceed expectations by providing alternatives and suggestions
- You should be passionate about travel and luxury products
- A track record of serving high-end customers is an advantage
- Know how to cope with changing work demands