American Express Careers

Japan Membership Rewards Team Leader

Kuala Lumpur, Malaysia
Customer Care Operations

Job Description

This position is part of the Global Servicing Network (GSN) - Customer Fulfillment Network (CFN). CFN combines all of Global Servicing Network back office operations, supporting the dispute process, commercial, merchant and e-mail servicing into a single, dedicated team. CFN provides a seamless, united, customer support delivery channel, operating globally across multiple Centers of Excellence. Specifically the Merchant Terminal Servicing Team is responsible for servicing of American Express Merchants located across JAPA market.


Job Description:

  • Reporting into CFN (Customer Fulfillment Network) Manager and leading a team of CCPs (Customer Care Professional
  • Leading Membership Rewards team 
  • The position is responsible to drive Team Efficiency, Control & Compliance Result
  • The leader will be accountable to achieve operational quality targets, coaching, performance and development of the assigned team
  • The leader has to work with various business partners to drive CFN results  
  • Identifying area for improvement and implementing appropriate changes to improve CFN results

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.



  • Fluency in speaking, reading and writing English and Japanese with JLPT 2 or above
  • Minimum 2 years working experience in related field and call handling experience is an advantage
  • Strong people management skills such as coaching, communication and performance management
  • Able to demonstrate strong customer centric understanding and building strong relationship internally and externally
  • Minimum of Bachelor’s degree
  • A customer centric, can do attitude for customer
  • Able to deliver result in accordance with policy and procedure
  • Good PC skills
  • Pro-active team player

Flexible to work shifts hours as well as weekend & Malaysia public holiday when necessary


Language : English & Japanese 

This role may be subject to additional background verification checks.

ReqID: 18012169
Schedule (Full-Time/Part-Time): Full-time