Japan Commercial

**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.

We are seeking 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 Commercial Maintenance and BTA 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.

**How will you make an impact in this role?**

This position is responsible for leading and supervising a team of Japan servicing Customer Care Professionals (CCPs) who provide back office functions to support our Commercial clients and internal teams. This team has two functions - Maintenance and BTA. The primary responsibility of this position is to deliver a superior customer service and operational support through observing, listening, coaching and developing team members, as well as meeting shareholder expectations and operational performance and efficiency.

Key responsibilities include:

- Customer Focus - drive continued improvement in customer focus through identifying and anticipating customer needs and demands
- Driving improvement of efficiency, productivity and accuracy.
- Continue to drive the ethos of relationship care.
- People Leadership - select, coach, develop and motivate a team of CCPs to deliver goals.
- Maintain and improve colleagues engagement
- Ensure the team has a high level of knowledge on products, policy, systems and processes within the department
- Understand and meet all compliance and control requirement

**Preferred Qualifications**
- Fluency in Japanese and strong oral and written communication in English is essential
- Strong team player who is flexible & maintains a positive attitude even during changing work priorities
- Proficient PC skills including: Excel, Word & PowerPoint
- Strong relationship management and interpersonal skills, ability to drive performance
- Excellent leadership skills with proven experience coaching, developing and engaging a team to produce quality results
- Proven ability to deal with customer and business partner escalations and delivering an optimal outcome for all parties concerned
- Results-focused
- Advocate for change management and process improvement
- Ability to implement plans to achieve goals and related metrics
- Analytical and has problem-solving skills

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 work arrangements and schedules with hybrid and virtual options with Amex Flex
- 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

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.