American Express Careers

チームリーダー - 日本マーケット 法人サービス / Team Leader – Japan Commercial Servicing Team

Kuala Lumpur, Malaysia
Customer Care Operations


Job Description

This position is responsible for leading and supervising a team of Customer Care Professionals (CCPs) who service corporate clients within our Global Corporate Payments (GCP) client base. This team has two functions – Maintenance and BTA for various servicing requests. The primary responsibility of this position is to deliver a superior customer service and maintenance activities through observing, listening, coaching and developing team members, as well as meeting shareholder expectations and operational performance and efficiency.
 
Key responsibilities include:  
 
  • Customer Focus – drive continued improvement in customer focus through identifying and anticipating customer needs and demands  
  • Demonstrate this improvement in the form of improved business and customer metrics.
  • To ensure all goals and matrix are met and drive improvement.
  • People Leadership - select, coach, develop and motivate a team of CCPs to deliver on goals.  
  • Maintain and improve employee engagement 
  • Ensure the team has a high level of knowledge on products, policy, systems and processes within the department  
  • Understand and meet all compliance and control requirements

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

  • Ability to motivate, enthuse and drive a group of team members  
  • Experience in Operations environment  
  • Excellent leadership skills with proven experience coaching, developing and engaging a team to produce quality results  
  • Proven ability to deal with customer and business partner escalations and delivering an optimal outcome for all parties concerned  
  • Demonstrated track record to achieve organizational goals, Knowledge and Skills Ability to motivate, a wide group of team members  
  • Results-focused  
  • Advocate for change management and process improvement,  
  • Ability to implement plans to achieve goals and related metrics,  
  • Analytical and problem-solving skills,  
  • Fluency in Japanese and strong oral and written communication in English is essential  
  • Strong team player who is flexible & maintains a positive attitude even during changing work priorities  
  • Proficient PC skills including: Excel, Word & PowerPoint 
  • Understanding of American Express products & services  
  • Strong relationship management and interpersonal skills, ability to drive performance  
  • Ability to work independently, meet deadlines and handle multiple tasks

 

 


ReqID: 18006307
Schedule (Full-Time/Part-Time): Full-time