Job Description

:

American Express invites you to share your resume so you can be considered for future Customer Care Professional \xe2\x80\x93 Japanese speaker (Voice) opportunities in the Kuala Lumpur office.

Areas of opportunities may include

• Communication Techniques
• Time management
• Emotional Maturity
• Adaptability
• Going the extra mile

Job Responsibilities:

• Support the Japanese market - handle incoming / outbound calls from American Express card members
• Deliver extraordinary service by following our Relationship Care philosophy: tailoring unique solutions for each customer, reinforcing the benefits of card membership, providing relevant offers that deepen customer engagement and result in measurable value for our card members
• Using tools and resources to identify creative solutions and anticipate customer needs, in our commitment to maintain a first point of contact resolution
• Handle authorizations calls from merchants and partners to enable spend.
• Monitor High Risk Accounts of American Express.
• Meet performance goals that include, but are not limited to, customer experience and efficiency metrics: customer satisfaction (as measured by survey results), average call handle time, schedule adherence, quality and compliance standards, customer experience and efficiency metrics

Qualifications

• Fluency in the Japanese language \xe2\x80\x93 ability to speak and read as you will be supporting the Japan Market
• Customer service experience understanding that \xe2\x80\x9cCustomer Care\xe2\x80\x9d is to respond the genuine needs.
• Ability to work in a fast-paced metric driven environment with proficient multitasking and navigation in a Windows environment.
• Strong ability to problem-solve and create customized solutions for card members
• Adaptability and flexibility to effectively navigate a variety of card member situations
• Self-awareness and resilience to manage a steady volume of customer calls while balancing performance metrics
• Accountability and willingness to accept and implement coaching and feedback in order to achieve individual and team performance goals
• Degree and above, with at least 3 years\xe2\x80\x99 experience in the relevant field. Diploma, with at least 5 years\xe2\x80\x99 experience in the relevant field. Technical Certificate or equivalent, with at least 7 years\xe2\x80\x99 experience in the relevant field. (For the purpose of EP application)
• More than 2 years\xe2\x80\x99 experience in industries related to hospitality/retail/Call center/Sales

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:

• 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 or onsite arrangements depending on role and business needs
• 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.

American Express