American Express Careers

Subject Matter Expert- Service Recovery Team

Kuala Lumpur, Malaysia
Customer Care Operations

Job Description

  • To handle Escalation and all resolution call types.
  • Meet all KPIs as per resolution standards and as per the goals given.
  • To ensure end to end follow up in all call types.
  • To escalate and highlight to the management should any particular pattern noticed in incoming complaints.
  • To work along with other business units in ensuring higher FCR rate.
  • Ensure timely resolution is given to customers both internal and external and high level of professionalism is maintained at all times.
  • To be a team player in a highly competitive team while being creative in driving results and fun at work.
  • To support any other business needs that may arise from time to time.

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.

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 work in a flexible schedule
  • High energy and able to work under pressure.
  • Ability to work unsupervised and demonstrate Resolution Executive qualities
  • Articulate and fluent verbal and written English
  • Strong CSC product experience and knowledge essential with both systems and processes
  • Demonstrated understanding of Customer Service Delivery goals and able to drive results and achievements
  • Strong self-confidence and ability to maintain composure and control under pressure in a demanding environment
  • Strong team player with the competency to impact and influence
  • Highly developed decision making and problem-solving skills
  • Competency in all Microsoft Office applications

ReqID: 18010339
Schedule (Full-Time/Part-Time): Full-time