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Customer Experience Specialist

1 week ago

Kuala Lumpur, Kuala Lumpur, Malaysia American Express Full time

About the Role

We are seeking a highly motivated and quick-learning Japanese Speaking Customer Care Professional to join our collaborative and supportive team. As part of the Customer Fulfillment Network team, you will strive to provide premium customer experiences every day.

This is an exciting opportunity to work with a global and diverse community of colleagues who share an unwavering commitment to back our customers, communities, and each other. Our company values include integrity, recognition for contributions, leadership, and impact – every colleague has the opportunity to share in the company's success.

In this role, you will be responsible for:

  • Providing outstanding service to our Merchants based in Japan
  • Handling various ad-hoc requests from our Merchants such as account setups, account maintenance, payments, and reconciliations, terminal enablements.
  • Handling situations which may require adaptation of response or extensive research according to customer/Merchant response.
  • Using computerized systems for tracking, information gathering, and/or troubleshooting.
  • Understanding the organization and various products/services we offer
  • Problem solving, assessing the needs of Merchants and suggesting/promoting alternative products or services.

About You

  • Excellent verbal & written communication skills in Japanese and English
  • Target driven and take accountability for your work, whilst working in a fast-paced metric driven environment
  • Excellent analytical, time management, organizational, and strong decision-making skills required
  • High attention to details with an agile problem-solving mindset
  • Ability to quickly learn and utilize multiple tools and technology in servicing environment
  • High influencing skills when dealing with escalated issues, using strong relationship management and conflict resolution skills to effectively liaise across teams
  • Ability to own customer issues through to resolution, overcome challenges, and know when to seek assistance, match creative solutions to the needs of the customer, and clearly explain outcomes to them
  • High accountable, motivated, and positive mindset
  • Team player with ability to effectively deal with shifting priorities and high work volume unsupervised.