American Express Careers

Customer Care Professional – Customer Engagement Network SG August Class

Kuala Lumpur, Malaysia
Customer Care Operations


Job Description

Customer Care Professional - Customer Engagement Network 

Since the beginning, American Express has been defined by its ability to innovate, evolve, disrupt and take risks. What has remained constant throughout this history of transformation is our dedication to our customers, to our employees, and to the values on which American Express was built: integrity, quality, respect, and community.  

Our open, creative, and collaborative culture is a big part of why we regularly win best workplace awards all over the world.  So if you’re ready to take on a challenge and make an impact, you owe it to yourself to launch or grow your career at American Express.
 
Global Servicing Network:
Where developing relationships is the key to our success.  

Our mission is to give our Card Members and Merchants a level of service that goes above and beyond their expectations every day. We are advocates for our customers, designing creative solutions to meet their needs, and aiming to make a meaningful difference in their lives.  
Given the importance placed upon delivering extraordinary customer care at American Express, we see it as essential to attract and develop talented people by:
  • Offering opportunities for professional growth and advancement
  • Recognizing and rewarding those who drive and deliver results
  • Respecting and valuing diversity, integrity, and teamwork
Role & Responsibilities:

Help propel your team and its business partners to success

Here’s just some of what you’ll do in this role:
  • Deliver extraordinary care, on calls, to a wide range of American Express customers with a variety of requests 
  • Build meaningful relationship through consultative questioning to ensure added value for the customer
  • Offer custom solutions and negotiate a positive outcome for the customer and American Express, aiming for first call resolution when possible
  • Meet and exceed quality goals, compliance regulations and productivity targets
  • Document necessary information
  • Re-prioritize to adapt to the ever changing environment

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.

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.

Qualifications

Are you ready for the challenge?

Minimum requirements:
  • Demonstrate personal excellence by remaining positive in difficult situations
  • Display a passion to serve by delivering extraordinary service in every interaction with our customers
  • The ability to work in a fast paced environment as well as multitask and re-prioritise on a regular basis
  • Strong interpersonal, communication and listening skills
  • Strong verbal and written communication skills 
  • Excellent negotiation, influential and resourceful skills
  • Analytical and problem solving skills with strong attention to detail
  • Outstanding organisational skills 
Preferred Skills and Qualifications:
  • Diploma or Bachelor’s Degree
  • 1 – 5 years’ experience in a contact center, sales or hospitality environment
Additional Details:
  • Location: Menara Prestige, Kuala Lumpur, office location
  • Workplace Flexibility: ROTATING SHIFT, you’ll enjoy freedom to make most of your after-hours – a perk that comes with rotating shift work
  • American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives

ReqID: 19010304
Schedule (Full-Time/Part-Time): Full-time
Date Posted: May 29, 2019, 3:52:09 AM