Customer Care Professional – Japanese speaker

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia American Express Full time 60,000 - 120,000 per year

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

Areas of opportunities may include

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

Job Responsibilities:

  • Support the Japanese market - handle incoming / outbound calls from American Express card members
  • Deliver extraordinary service by following our Relationship Care philosophy: tailoring unique solutions for each customer, reinforcing the benefits of card membership, providing relevant offers that deepen customer engagement and result in measurable value for our card members
  • Using tools and resources to identify creative solutions and anticipate customer needs, in our commitment to maintain a first point of contact resolution
  • Handle authorizations calls from merchants and partners to enable spend.
  • Monitor High Risk Accounts of American Express.
  • Meet performance goals that include, but are not limited to, customer experience and efficiency metrics: customer satisfaction (as measured by survey results), average call handle time, schedule adherence, quality and compliance standards, customer experience and efficiency metrics

Qualifications

  • Fluency in the Japanese language – ability to speak and read as you will be supporting the Japan Market
  • Customer service experience understanding that "Customer Care" is to respond the genuine needs.
  • Ability to work in a fast-paced metric driven environment with proficient multitasking and navigation in a Windows environment.
  • Strong ability to problem-solve and create customized solutions for card members
  • Adaptability and flexibility to effectively navigate a variety of card member situations
  • Self-awareness and resilience to manage a steady volume of customer calls while balancing performance metrics
  • Accountability and willingness to accept and implement coaching and feedback in order to achieve individual and team performance goals
  • Degree and above, with at least 3 years' experience in the relevant field. Diploma, with at least 5 years' experience in the relevant field. Technical Certificate or equivalent, with at least 7 years' experience in the relevant field. (For the purpose of EP application)
  • More than 2 years' experience in industries related to hospitality/retail/Call center/Sales

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.

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