Job Description

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Customer Care Professional - Rotational Shift: Customer Engagement Network - SG Market

Go above and beyond at a company that sets the standard for customer-first service.

You Lead the Way. We've Got Your Back.

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you'll learn and grow as we help you create a career journey that's unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you'll be recognized for your contributions, leadership, and impact--every colleague has the opportunity to share in the company's success. Together, we'll win as a team, striving to uphold our company values and powerful backing promise to provide the world's best customer experience every day. And we'll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

How will you make an impact in this role?

• Meaningful, rewarding work performed with integrity. Here's just some of what you'll do in this role:
• Deliver world-class customer service, while responding to Customer inquiries and concerns via multiple channels (calls, emails)
• Build meaningful relationships with our Customers through a consultative approach, understanding their current and future needs, providing first contact resolution and negotiating a positive outcome for the Customer and American Express
• Enhance our customers' experience by identifying opportunities to offer products based on our Cardmembers' needs
• Meet and exceed quality goals, compliance regulations and productivity targets
• Navigate computer systems and applications to service our Customers, and enable them to get the most from our online and mobile platforms
• Document necessary information, such as payment details, Customers change of details, change of address and travel notifications
• Re-prioritize and adapt to an ever-changing environment
• Responsible for contacting clients with overdue accounts to secure the settlement of the account.
• Perform preventive work to avoid future overdues with accounts that have a high exposure.

Preferred Qualifications

• Fluent in English with strong customer centric mindset. Mandarin would be an added advantage
• Minimum Diploma qualification, preferably with tertiary education
• Experience with face to face customer and clients for more then 2 years is highly suited.
• Unique career journey shaped by your talent and curiosity
• Demonstrate personal excellence by remaining positive in difficult situations
• Display a passion to serve by delivering outstanding service in every interaction with our Customers
• The ability and resilience to work in a fast-paced and dynamic environment as well as multitask, using multiple systems and digital tools to service our Customers
• Strong interpersonal, communication, verbal and written skills
• Assertiveness to handle difficult conversations
• Excellent negotiation, influencing and resourcefulness skills
• Critical, analytical, and forward thinking with problem-solving skills, and strong attention to detail
• Confidence to work in a virtual environment

Additional Details:

• Location: Menara Prestige, Jalan Pinang, Kuala Lumpur office location (4 months training will be based in office and will switch to a hybrid environment thereafter)
• Workplace Flexibility: Full time. Rotational shifts every 2 months (starting shifts are between 6AM - 9PM)
• American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives

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