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.


  • 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