Member Service Professional, Centurion Lounge – Haneda Airport

The role of the Member Service Professional (MSP) will be to deliver superior service to Card Members visiting the American Express Centurion Lounge, located in the HND Airport. MSPs will be the face of American Express to our customers, acting as ambassadors of the brand. Working as a cohesive team, they will have the ability to excite our customers and deliver on the brand promise. A successful MSP within the Centurion Lounge will have a passion for delivering extraordinary service to our best Card Members, in a customer facing environment. Our MSPs are highly skilled and motivated, providing travel, card, concierge and lifestyle services to American Express Card Members. Acting as a consultant, our MSPs will tailor our products and services to assist Card Members with their immediate needs and deepening their relationship with American Express.

A successful candidate will possess the following qualifications:

Minimum of 1 year recent experience servicing premium customers

Airline, lounge or travel industry experience is preferred (Travel reservation experience a plus)

Passion for servicing customers with proactive solutions

Exceptional communication skills, delighting the customer with every single interaction

The ability to listen to the customer’s needs, in turn offering confident recommendations, resulting in high satisfaction from the customer with the service they received

Must exhibit the utmost professionalism and maintain a positive attitude in all interactions

The ability to rely and collaborate with your colleagues is essential, as the lounge is a very active, fast-paced, team environment

Ability to make decisions quickly and effectively, when unanticipated situations may arise, putting the Card Members’ experience at the forefront of everything you do

Must be resourceful and capable of using the Internet effectively while providing assistance in a face to face customer environment

Ability to utilize and switch from multiple technology platforms with ease

Adapt to an ever changing environment and being resilient

Ability to work flexible shifts including nights, weekends, and holidays is essential

Light to moderate lifting may be required for certain job tasks

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

As part of Team Amex, you’ll experience our powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

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.