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Customer Care Professional – Japanese speaker (Voice) - Future Opportunities

AMEXKuala Lumpur, SGR, Malaysia

30+ days ago

Job description

Job Description

Work Location Options :

Hybrid

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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