Description

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?

Supporting Global Merchant & Network Services (GMNS) through leading customer service phones teams to provide exceptional service for Global, Premium & B2B merchants in Japan market.

Key responsibilities include but is not limited to the following:

• Ability to coach CCPs to identify Merchant enquiries in key categories such as Onboarding, Financial and Maintenance & provide suitable resolutions whilst providing value in utilizing Merchant tools to run business operations.

• Primary measure of success will be Case Time Resolution, Efficiency and Procedural Monitoring Adherence.

• Must be able to drive team metrics, engagement via effective leadership and coaching, while developing and retaining talent.

• Manage the relationship with the business partner, GMNS and ensure we support multiple business initiatives

• Ability to multitask effectively in a fast paced, multi market environment.

Qualifications:

• Excellent communication skills, both verbal & written in Japanese

• Ability to analyze data effectively and implement changes to improve customer experience.

• Prior experience in a leadership/semi leadership position prior (including being a backup for existing Team Leader).

• Strong fundamentals of Customer First and American Express brand and products.

• Demonstrate ability to collaborate with other business teams to achieve Enterprise goals.

• Strong knowledge and belief in Growth Mindset, highly accountable and intrinsically motivated.

• Excellent problem solving, time management and organizational skills.

Qualifications

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 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.

Job: Customer Service

Primary Location: Malaysia-SGR-Kuala Lumpur

Schedule Full-time

Req ID: 24006226