American Express Careers

Japan Disputes Analyst (Japanese Speaker)

Kuala Lumpur, Malaysia
Customer Care Operations

Job Description

Why American Express?

There’s a difference between having a job and making a difference.

American Express has been making a difference in people’s lives for over 160 years, backing them in moments big and small, granting access, tools, and resources to take on their biggest challenges and reap the greatest rewards.

We’ve also made a difference in the lives of our people, providing a culture of learning and collaboration, and helping them with what they need to succeed and thrive. We have their backs as they grow their skills, conquer new challenges, or even take time to spend with their family or community. And when they’re ready to take on a new career path, we’re right there with them, giving them the guidance and momentum into the best future they envision.

Because we believe that the best way to back our customers is to back our people.

The powerful backing of American Express.
Don’t make a difference without it.
Don’t live life without it.
We are seeking for passionate, energetic and confident English and Japanese speakers who are responsible for bringing our brand to life, creating lasting relationship and enhancing the experience of our customers for a living. 

Launch your career by joining the Japan Disputes Team within the Customer Fulfillment Network (CFN) KL. CFN is a part of Global Servicing Operation (GSO) and responsible for providing world-class service experience for card members. It encompasses servicing through calls and backend processing supporting card member disputes, maintenance, commercial servicing and merchant servicing. 
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

Key Responsibilities:
  • Pre-defined actions of certain types of claims chargeback’s under clear defined criteria and high volume resolving complex issues (card member and merchant claim, internal inquiry) on card holder or merchant challenge
  • Providing optimum services to card members and merchants and delivering flawless quality in accordance with policy and procedures 
  • Reaching out to card members on resolutions and updates via letter and email  

 英語 及び 日本語の話せる 情熱的で元気な自信を持っている方を探しています。
是非Customer Fulfillment Network (CFN) KL のJapan Dispute Teamでキャリアを積んでいきましょう!
CFNは弊社のGlobal Servicing Operation (GSO) という部署に所属しており、電話 及び Backend業務を通して
  • チャージバックの担当をし、カードメンバー・加盟店・社内からの様々な複雑な問い合わせに対応します
  • プレミアムなサービスをカードメンバー 及び 加盟店に提供すること
  • カードメンバーに電話またはメールでの結果報告

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 8 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 ; JLPT level N1-N2
  • Minimum of Bachelor’s degree and 1-2 years working experiences
  • 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 
  • Monday to Friday working schedule but have to be flexible to work on Malaysia public holiday when necessary
  • 流暢な英語 及び 日本語 – 会話・読み書き
  • 4年制 大学卒業以上
  • お客様思い・おもてなしの精神を持っている方
  • きちんとポリシーやプロセスを守りながら、結果も出せる方
  • パソコンスキルお持ちの方
  • チームワークが抜群な方
  • シフトで働ける方(土日 及び 祝日も含む)

ReqID: 19009295
Schedule (Full-Time/Part-Time): Full-time
Date Posted: May 16, 2019, 8:48:50 PM