Customer Care Professional

1 day ago

Kuala Lumpur, Kuala Lumpur, Malaysia American Express Full time 40,000 - 80,000 per year

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.

American Express invites you to share your resume so you can be considered for future Customer Care Professional (English speaker) opportunities in the Kuala Lumpur office.

Areas of opportunities may include

  • Communication Techniques
  • Time management
  • Emotional Maturity
  • Adaptability
  • Going the extra mile

 

Responsibilities:

  • Deliver world-class customer service, while responding to customer's inquiries and concerns via calls either for the US or Singapore market.
  • Build meaningful relationships with our customers through a consultative approach, understanding their current and future needs, providing first contact resolution and negotiating a positive outcome for the customer and American Express.
  • Assess our customers' needs and suggest/promote alternative products or services.
  • Meet and exceed quality goals, compliance regulations and productivity targets.
  • Navigate computer systems and applications to service our customers and enable them to get the most from our online and mobile platforms.
  • Document necessary information, such as payment details, customer's change of details, change of address and travel notifications.
  • Re-prioritize and adapt to an ever-changing environment.

Qualifications:

  • Fluent in English (verbal and written) with strong interpersonal skills.
  • Minimum 1 year of customer service experience.
  • Assertiveness to handle difficult conversations.
  • Excellent negotiation, influencing and resourcefulness skills.
  • Critical, analytical, and forward thinking with problem-solving skills, and strong attention to detail.
  • Demonstrate personal excellence by remaining positive in difficult situations.
  • Display a passion to serve by delivering outstanding service in every interaction with our customers.
  • The ability and resilience to work in a fast-paced and dynamic environment as well as multitask, using multiple systems and digital tools.
  • Ability to work on a 24/7 rotating roster.

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