Japan Cardmember Maintenance and Inquiry Analyst

5 days ago


Kuala Lumpur, Malaysia Amex Full time

**You Lead the Way. We’ve Got Your Back.**

At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what’s possible — and we’re proud to back each other every step of the way.

When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day. We back our colleagues with the support they need to thrive, professionally and personally. That’s why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.

We are seeking for passionate, energetic and confident English and Japanese speakers who are responsible for bringing our brand to life, creating lasting relationship and enhancing the experience of our customers for a living.

Launch your career by joining the Japan Cardmember Maintenance and Inquiry (CMMI) Team within the Customer Fulfillment Network (CFN) KL. CFN is a part of Global Services Group (GSG) and responsible for providing world-class service experience for card members. It encompasses servicing through calls and backend processing supporting card member disputes, maintenance, commercial servicing and merchant servicing.

**Responsibilities**
- Ensure all teams across American Express have the most recent and accurate data available on card member accounts to meet their objectives and make sound business decisions
- Provide maintenance activities such as Address Change, Bank Debit Form set up, Credit Balance Refund related queries for Customers or
- Review, analyze and perform account maintenance requests such as handling emergency card replacement (ECR) request and validating card members’ identity and proceed with the necessary steps
- Partner with relevant teams such as team members in Tokyo to ensure correct maintenance request is performed for card members
- Ensure card members’ request is fulfilled within Service Level Agreement (SLA). For example, emergency card is delivered to card member on time for seamless usage
- Liaise with internal teams to coordinate and resolve customer inquiries

**Qualifications**:

- Fluency in speaking, reading and writing English and Japanese; JLPT level N1-N2
- Degree holder preferred or minimum 1-year of relevant working experience
- Able to deliver result in accordance with policy and procedure
- Good PC skills
- Flexible, engaged and pro-active team player
- Flexible to shifts hours (working in the day) and work during Malaysia public holidays whenever necessary
- Openness to take on feed back to improve individual performance
- A customer centric, "Can do" attitude & willing to go beyond as a great service provider

**Additional Details**:

- Location: Menara Prestige, Jalan Pinang, Kuala Lumpur office location - Based on the evolving situation with Covid-19, we will conduct a new hire orientation virtually. From there your training and/or work will be remote until the situation with Covid-19 allows us to move back into our building.
- American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives
- At American Express’ discretion this position may be work from home and adjusted back to “in office” at any time

**Why American Express?**
There’s a difference between having a job and making a difference.
American Express has been making a difference in people’s lives for over 160 years, backing them in moments big and small, granting access, tools, and resources to take on their biggest challenges and reap the greatest rewards.

We’ve also made a difference in the lives of our people, providing a culture of learning and collaboration, and helping them with what they need to succeed and thrive. We have their backs as they grow their skills, conquer new challenges, or even take time to spend with their family or community. And when they’re ready to take on a new career path, we’re right there with them, giving them the guidance and momentum into the best future they envision.

**Because we believe that the best way to back our customers is to back our people.**
**The powerful backing of American Express.**
**Don’t make a difference without it.**
**Don’t live life without it.



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