American Express Careers

Japan CMMI Team Leader

Kuala Lumpur, Malaysia
Customer Care Operations

Job Description

Key Responsibilities:

  • Reporting into CFN (Customer Fulfillment Network) Manager and leading a team of CCPs (Customer Care Professional)
  • Leading Card member Maintenance and Inquiries team which manages maintenance requests on Card member accounts  
  • The position is responsible to drive Team Efficiency, Control & Compliance Result
  • The leader will be accountable to achieve operational quality targets, coaching, performance and development of the assigned team
  • The leader has to work with various business partners to drive CFN results  
  • Identifying area for improvement and implementing appropriate changes to improve CFN results


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.


  • Fluency in speaking, reading and writing English and Japanese with JLPT 2 or above
  • Minimum 2 years working experience in related field and call handling experience is an advantage
  • Strong people management skills such as coaching, communication and performance management
  • Able to demonstrate strong customer centric understanding and building strong relationship internally and externally
  • Minimum of Bachelor’s degree
  • A customer centric, can do attitude for customer
  • Able to deliver result in accordance with policy and procedure
  • Good PC skills
  • Pro-active team player
  • Flexible to work shifts hours as well as weekend & Malaysia public holiday when necessary

ReqID: 18003344
Schedule (Full-Time/Part-Time): Full-time