American Express Careers

Japan Membership Reward Analyst: Back-end (Japanese Speakers)

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.

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
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 (GSN) 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.

Key Responsibilities:
  • Manage MR redemption request for cardholder
  • Handle MR related inquiry from cardholder / MR Partner within SLA
  • Follow up with MR Partner to ensure accurate redemption and partner with other teams such as Front Office Servicing Team and Voucher Printing Team whenever necessary 
  • Handles returned / faulty item and partner with Customer, MR partner for resolution 


KL Customer Fulfillment Network(CFN)のJapan Membership Rewards(MR)チームに加えていただいて、素晴らしいキャリアを共に築いて見ませんか! CFNはグローバルサービスネットワーク(GSN)の一部であり、カード会員に世界クラスのサービスを提供することを責任としています。 そこでは、電話によるサービスおよびカード会員の支払い後の疑問、メンテナンス、商業サービスおよび営業サービスをサポートするバックオフィスのサポートも含めております。

  • 顧客のMRポイントの償還を管理する
  • MRポイントの特典交換のステータスについてMRパートナーとの確認業務
  • MRクーポンに貼り付けられた詳細が正確であることを確認するために、フロントオフィスサービスチームおよびバウチャー印刷チームと提携する
  • 返品/不良品の取り扱いおよびMRパートナーによる問題処理の依頼と関係の維持

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 with JLPT 2 or above
  • Minimum of Bachelor’s degree
  • A customer centric, can do attitude for customer ; with Call Center experience
  • 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

  • 英語と日本語を流暢に話す、読む、書くができること。 JLPTレベルN1-N2
  • 学士号またそれ以上の学歴
  • 顧客中心、顧客第一の考えを持つこと
  • 方針や手続きに従って成果を出すことができる
  • 優れたPCスキル
  • 優れたチームプレーヤー
  • 勤務時間を柔軟に対応し、必要に応じて週末やマレーシアの祝日もシフトできること)

ReqID: 19009297
Schedule (Full-Time/Part-Time): Full-time
Date Posted: May 26, 2019, 8:40:35 PM