Job Description

:

American Express invites you to share your resume so you can be considered for future Customer Care Professional - 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 - ability to speak and read as you will be supporting the Japan Market
• Customer service experience understanding that Customer Care 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 experience in the relevant field. Diploma, with at least 5 years experience in the relevant field. Technical Certificate or equivalent, with at least 7 years experience in the relevant field. (For the purpose of EP application)
• More than 2 years 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