Job Description

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You Lead the Way. We've Got Your Back.
At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we're supporting our customers' financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what's possible -- and we're proud to back each other every step of the way.

When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day. We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

Role & Responsibilities:

• To handle Escalation and all resolution call types.
• Meet all KPIs as per resolution standards and as per the goals given.
• To ensure end to end follow up in all call types.
• To escalate and highlight to the management should any particular pattern noticed in incoming complaints.
• To work along with other business units in ensuring higher FCR rate.
• Ensure timely resolution is given to customers both internal and external and high level of professionalism is maintained at all times.
• To be a team player in a highly competitive team while being creative in driving results and fun at work.
• To support any other business needs that may arise from time to time.

Qualifications:

• Ability to work in a flexible schedule
• High energy and able to work under pressure.
• Ability to work unsupervised and demonstrate Resolution Executive qualities
• Articulate and fluent verbal and written English
• Strong product knowledge essential (both systems and processes)
• Demonstrated understanding of Customer Service Delivery goals and able to drive results and achievements
• Strong self confidence and ability to maintain composure and control under pressure in a demanding environment
• Strong team player with the competency to impact and influence
• Highly developed decision making and problem-solving skills
• Competency in all Microsoft Office applications

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

Additional Details:

• Location: Menara Prestige, Jalan Pinang, Kuala Lumpur office location - Based on the evolving situation with Covid-19, we will conduct a new hire orientation virtually. From there your training and/or work will be remote until the situation with Covid-19 allows us to move back into our building.
• American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives
• At American Express' discretion this position may be work from home and adjusted back to "in office" at any time

Why American Express?

There's a difference between having a job and making a difference.
American Express has been making a difference in people's lives for over 160 years, backing them in moments big and small, granting access, tools, and resources to take on their biggest challenges and reap the greatest rewards.

We've also made a difference in the lives of our people, providing a culture of learning and collaboration, and helping them with what they need to succeed and thrive. We have their backs as they grow their skills, conquer new challenges, or even take time to spend with their family or community. And when they're ready to take on a new career path, we're right there with them, giving them the guidance and momentum into the best future they envision.

Because we believe that the best way to back our customers is to back our people.

The powerful backing of American Express.
Don't make a difference without it.
Don't live life without it.