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Customer Care Professional – Rotational Shift : Customer Engagement Network - SG Market

Customer Care Professional – Rotational Shift : Customer Engagement Network - SG Market

AMEXKuala Lumpur, SGR, Malaysia
3 days ago
Job description

Job Description

Work Location Options :

Hybrid

At American Express, our culture is built on a 175-year history of innovation, shared 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.

Go above and beyond at a company that sets the standard for customer-first service.

How will you make an impact in this role?

Meaningful, rewarding work performed with integrity. Heres just some of what youll do in this role :

  • Deliver world-class customer service, while responding to Customer inquiries and concerns via multiple channels (calls, emails)
  • 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
  • Enhance our customers experience by identifying opportunities to offer products based on our Cardmembers needs
  • 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, Customers change of details, change of address and travel notifications
  • Re-prioritize and adapt to an ever-changing environment
  • Responsible for contacting clients with overdue accounts to secure the settlement of the account.
  • Perform preventive work to avoid future overdues with accounts that have a high exposure.

Preferred Qualifications

  • Fluent in English with strong customer centric mindset. Mandarin would be an added advantage
  • Minimum Diploma qualification, preferably with tertiary education
  • Experience with face to face customer and clients for more then 2 years is highly suited.
  • Unique career journey shaped by your talent and curiosity
  • 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 to service our Customers
  • Strong interpersonal, communication, verbal and written skills
  • 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
  • Confidence to work in a virtual environment

    • Additional Details :

  • Location : Menara Prestige, Jalan Pinang, Kuala Lumpur office location (4 months training will be based in office and will switch to a hybrid environment thereafter)
  • Workplace Flexibility : Full time. Rotational shifts every 2 months (starting shifts are between 3AM - 7PM (Subjected to change))
  • Start Date : 6th October 2025
  • American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives

    • 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

    • 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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