Japan Cardmember Maintenance and Inquiry Analyst

2 weeks ago

Kuala Lumpur, Malaysia American Express Full time

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express. **How will you make an impact in this role?** 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. **Key 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 **Requirement** - 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 We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally: - 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

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