American Express Careers

Merchant Research Analyst-Backend (Cantonese)

Kuala Lumpur, Malaysia
Customer Care Operations

Job Description

  • This position is accountable for managing Merchant Payment Related queries for Australia, New Zealand, Hong Kong and Singapore markets
  • Covers processing payment submissions
  • Key Performance Indicators for this role are quality, accuracy and volume of work
  • Attend team meetings as required, adhere 100% to prepared business schedules, plans and activities

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.



  • Degree holder with 1-3 years working experience in Customer Service, Sales, Telesales, Hospitality, or Banking and Finance industry
  • A customer centric, can-do attitude for your customers
  • Good PC skills/Familiarity of PC usage
  • Good Customer Service Skills
  • Sound resolution skills
  • Good English verbal & written communication skills
  • Spoken Cantonese and Mandarin is a must.
  • Expertise in Written Chinese language is an advantage
  • 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.        

This role may be subject to additional background verification checks.

ReqID: 18011389
Schedule (Full-Time/Part-Time): Full-time