Japan Commercial Maintenance - Voice Analyst

at  American Express

INTRODUCTION

We are seeking 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 Commercial Maintenance and BTA 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.

QUALIFICATIONS :

• Fluency in speaking, reading, and writing English and Japanese
• Minimum of bachelor’s degree
• Minimum two years of working experience in related field and with call handling experience
• Strong analytical and problem-solving skill
• Strong customer focus mindset
• Advance PC skill in both Japanese and English, including MS Word, Excel and others
• Skills in building and maintaining business relationship
• Results driven with determination to succeed
• Openness to take on feed back to improve individual performance
• “Can do” attitude & willing to go beyond as a great service provider
• Flexible to work shifts hours as well as weekend & Malaysia public holiday when necessary

QUALIFICATIONS

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 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.
Job ID 24015083

• Provide maintenance activities to fulfil customer requests
• Client communication via email/outbound calls to provide support on various enquiries
• Liaise with internal teams to coordinate any aversions or complex issues
• Perform ad-hoc task to assist urgent client requirements and internal requests
• Maintaining customer details accurately; adhering to compliance standards
• Handling emails and work cases to ensure service level agreements are met
• Supporting other teams and departments when Corporate knowledge and access is needed