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Client needs top Amex agenda
Jan Chan
update on Saturday, January 22, 2011

American Express is on a recruitment drive to find new talent, with vacancies in customer services delivery, strategic sales, marketing, and travel and lifestyle services.

"Most of our openings are client-facing roles to represent the company in delivering excellent service to premium card members," says Maylie Lee, director of human resources for Greater China. "We have embedded a `relationship care' philosophy across the organisation, so job duties include identifying customer needs and going the extra mile."

There are also management-level operational roles. For client-service positions, candidates should have a strong service mindset, plus experience and the passion to provide personalised attention for premium card members.

"Applicants should love interacting with people and be able to establish connections and build relationships," Lee says. "They should also be eager to go above and beyond [the norm] in providing creative solutions and meeting requests."

The training programme for frontline employees will give essential product knowledge and service skills. And a structured personal development plan will allow new hires to make the most of learning opportunities and ensure career progress.

"At American Express, we value our people, encourage their development and reward performance," Lee says. "We offer a competitive remuneration package that includes a flexi benefit plan. This offers different coverage options, so staff can customise their plan to meet individual needs for achieving personal wellness."

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