American Express Careers

CMMI Analyst

Kuala Lumpur, Malaysia
Customer Care Operations


Job Description

Get ahead in your career by joining our Cardmember Maintenance & Inquiry (CMMI) Team within the Customer Fulfillment Network (CFN). Here at American Express, you’ll be the face of one of the world’s most recognizable and reputable brands. And you’ll be provided with all the training and tools you need for getting ahead in your career. In fact, we’ve made it our priority to help you move into leadership roles within the organization, if that’s where you want to go.

 

What’s in store for you?

 

  • Updating cardmember account information.
  • Replying by written correspondence in English or Chinese to cardmember requests.
  • Review, analyze, and process account maintenance requests from cardmembers or other internal stakeholders.
  • Turn each and every correspondence into a relationship-building experience.
  • Maintain subject matter expertise and knowledge by proactively engaging in production service delivery
  • Maintain flexibility in accordance with business requirements, specifically shift support/working hours.
  • Resolving the customer enquiries end to end with an innovative and creative approach
  • Handling a wide range of general and sometimes complex inquiries and problems including account balance, disputes, Membership Rewards, interest calculations
  • Understand, determine and anticipate customer needs and present solutions as appropriate.
  • Support changes that will be implemented out of business needs, adjustments to company policies, process.
  • Team player with a desire to meet and exceed expectations.
  •  
  • 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.

 

 

 

 

Qualifications

What we’re looking for?

  • Fresh Graduates with Degree / with 1 to 5 years of work experience
  • Excellent written and verbal communication, listening and probing skills
  • Self-sufficient and self-motivated work ethic,
  • Strong organizational skills and ability to work as part of a team to achieve goals
  • Proven experience with negotiating/problem solving
  • Ability to work within a busy and demanding team environment
  • Strong interpersonal and networking skills
  • Commitment to the highest level of customer service.
  • Analytical and problem solving skills
  • Ability to identify and act on issues which may impact this customer experience
  • Ability to manage own priorities
  • Ability to maintain composure under pressure in a demanding environment
  • Required languages – English. Cantonese / Mandarin will be an advantage
  • Delivers to our customers and shareholders
  • Works well in teams and co-operates across departments
  • Builds and leverages relationships

This role may be subject to additional background verification checks.


ReqID: 18011476
Schedule (Full-Time/Part-Time): Full-time