Customer Care Professional Japanese speaker (Voice) - Future Opportunities

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.