American Express Careers

Sales Admin Coordinator (Back Office - Day Shift)

Kuala Lumpur, Malaysia
Client Management & Sales


Job Description

 

  • This position is responsible for supporting the ANZ GMS team to co-ordinate compliant on boarding, system setup, customer support and engagement for newly acquired large merchants with significant strategic value.
  • This role is crucial to driving customer engagement, delivering customer satisfaction (NPS) and achieving specific campaign targets such as Booked Charge Volume (BCV), Locations in Force (LIF) and Active Locations in Force (ALIF) to support ANZ Acquisition team goals.
  • This role encompasses external customer engagement through email and outbound calling, analytics & reporting as well as internal stakeholder management.
  • Ensuring all onboarding aspects of the new customer are in accordance with GMS and ANZ Market Compliance requirements is key, in addition to utilization of internal GMS business systems (MerchantForce / MARC) to develop and deliver regular tracking and reporting on customer setup status, BCV and LIF information.

 

Duties include:
 
•Understand GMS Compliance Onboarding Requirements to ensure new customer onboarding adheres to AML & KYC business needs.
•Guide & consult external merchants through email & phone calls to ensure a smooth onboarding process with American Express
•Develop proficient use of systems required to support and achieve success in role
•Develop and deliver accurate and frequent campaign reporting to GMS ANZ team
•Use initiative to implement tactics that support onboarding and achievement of campaign metrics.
•Execution of communications and onboarding plans including utilisation of pre-developed customer communication templates and outbound telephony scripts.
 
Skills and Capabilities required include:
 
•Experience working with a variety of stakeholders to deliver results, both internally and externally (Customer).
•Demonstrated ability to build and leverage relationships at various levels of an organization and exceptional written and verbal communication skills.
•Creative mindset to problem solving and able to demonstrate experiences in optimizing or enhancing processes to achieve outcomes.
•Analytical skills, in particular, the ability to develop and deliver reporting highlighting key information data points and draw conclusions.
•Ability to work in a time critical environment and to meet deadlines
•Excellent organisational skills including strong attention to detail
•Strong Microsoft Excel, Word and Powerpoint skills
•Knowledge of Genesis & MerchantForce are key, with the ability to learn further systems in role such as MARC, RAMP & SMART tools
 
 

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

 

 

You will be rewarded with:

  • A great place to work – We are in the top 10 most admired companies in the world…And the #1 amongst Financial Services
  • Fun at work! A great culture and environment – Game rooms and lounge area are situated in each floor to encourage a fun and happy workplace.
  • Competitive Salary – Get paid what you’re worth.
  • Career advancement opportunities – Shaping your future & opening both local & cross border opportunities.
  • Monthly Incentives – Based on customer experience (not sales), so you get rewarded for doing what you do best.
  • Extensive paid 3 Months Training – Giving you the skills and training you need to be a success!

 

 

American Express has been recognized and awarded  “Aon Hewitt Best Employer Malaysia” for the 7 consecutive time. American Express Malaysia also won 23 prestigious awards from the Contact Center Association of Malaysia. Among these are the following:

 

Best of the best Contact Center of the Year (Gold)

Best In House Contact Center (Gold)

Best Recruitment & Retention Programme (Gold)

Best In-house Inbound Contact Centre Under 100 Seats (Gold)

Best Contact Centre Professional (Gold)

Best Contact Centre Manager (Gold)

Best Contact Centre Telemarketer (Gold)

 

Join us and you’ll soon see why.

 

 

Qualifications

Desirable:
 
•Ability to define and communicate the American Express value story and the closed loop concept.
•Understanding of the operating structure across Global Merchant Services
•Understanding of regulatory environment, particularly RBA measures related to surcharge of credit card transactions.
•Degree holder
•Good PC skills/Familiarity of PC usage
•Good Customer Service Skill
•Good English verbal & written communication skills
•Active listening skills
•Pro active Team player
•Flexible to work on shifts hours as well as weekends & public holidays (when required)

•To qualify for this position, you must have a valid work permit to work in Malaysia


ReqID: 17015412
Schedule (Full-Time/Part-Time): Full-time