American Express Careers

Team Leader - Japanese Speaker オペレーションチームリーダー

Kuala Lumpur, Malaysia
Customer Care Operations

Job Description

Key Responsibilities:
  • Reporting into CFN (Customer Fulfillment Network) Manager and leading a team of CCPs (Customer Care Professional)
  • Leading Card member Maintenance and Inquiries team which manages maintenance requests on Card member accounts  
  • The position is responsible to drive Team Inventory, 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 
  • May need to perform outbound call or draft apology letter for escalation cases. 
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.


  • 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
  • Preferably with people leader management experience
  • Flexible to work in Malaysia public holiday

ReqID: 19014966
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Aug 7, 2019, 1:41:01 AM