American Express Careers

POS Enablement Analyst- Backend (Cantonese and English)

Kuala Lumpur, Malaysia
Customer Care Operations

Job Description

Delivering excellent Back-Office interactions with Merchants in the Asia Pacific region to facilitate their Point-of-Sale Set-Up and Servicing needs, via phone, e-mail and back-end processing to enable them to warmly accept American Express cards and welcome American Express customers. 

Key responsibility: This position is accountable for managing Merchant Point-of-Sale Set-Up and Servicing in JAPA markets

Job Description 
  • Review, analyze, and process all terminal enablement/set-up, servicing and product requests varying in levels of complexity received on a daily basis
  • Responsible for data verification and timely processing of new applications, including follow up of missing information to enable optimal turn-around time of applications
  • Follow up with various stakeholders through outbound calls/e-mails to ensure efficient Merchant case resolution 
  • Liaise with partner banks and terminal deployment vendors to ensure requests are actioned in a timely manner 
  • Maintain a daily inventory of cases, track and resolve each of them to closure to effectively service Merchants and reduce Cycle Time 
Key Responsibilities
  • Meet performance metrics: Quality, Efficiency, Case Time Resolution, Compliance, Attendance and Schedule Adherence
  • Adhere to internal policies to ensure Compliance with legal parameters as well as company policies and procedures
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.


  • Degree holder with 1 -3 years of work experience in Customer Service, Sales, Telesales, Hospitality, or Banking and Finance industry
  • Proficiency in using MS Excel and Outlook required
  • Work experience related to Customer Service required 
  • Case Management/Back-Office experience preferred
  • Business/Finance background is a plus 
  • Proficiency in English verbal and written communication skills 
  • Ability to work in a target-oriented environment
  • Good problem solving skills 
  • Great attention to details
  • Team player

ReqID: 19011709
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Jul 4, 2019, 4:20:00 AM