American Express Careers

SG CEN Internal Auditor & Communication Specialist

Kuala Lumpur, Malaysia
Customer Care Operations


Job Description

Reporting into the SG Customer Engagement Network (CEN) Director and the Business Planning Manager, responsibilities for this role include: 
  • Performs real time/historical call monitoring and evaluation
  • Compile and track individual call and separate them by Team
  • Verify inbound calls and ensuring information provided is accurate and up to date
  • Support, update and maintain internal audit data accordingly
  • Seek any necessary supporting information from Quality Assurance department if required.
  • Send citations/coaching opportunity to respective leader if needed
  • Weekly & monthly report to be sent to leadership team
  • Share overall CCPs strength and opportunities found in call audits
  • Participate in monthly Team Leader meetings, providing feedback/sharing on call audits (when required)
  • Support CES Team & Production Leaders (when is required)
  • Shaping Communications strategy for SG CEN
  • Leverage and adapt creative communications channels in digital and print
  • Organize initiatives and plan events in SG CEN
  • Assist in communication of strategies or messages from CEN leadership
  • Sourcing and producing materials used for CEN Town Hall meetings and events; 
  • Supporting colleague engagement activities and external engagement activities
  • Applying generational intelligence concepts on day to day communications
  • Demonstrate agile, flexible, strategic and tactical thought process
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

  • Excellent written and verbal communication skills in English
  • Outstanding organizational and planning abilities - Event Management experience advantageous
  • Graphic designing experience, including Adobe Photoshop, Adobe Illustrator, Adobe After Effects and Adobe Premier Pro or similar designing tools.
  • Experience in web design and content production is a plus
  • Must be self-motivator and self-starter
  • Exceptional listening and analytical skills
  • Must be proficient with Microsoft Office (intermediate Word, basic Excel & Power Point
  • Must adapt well to change and adjust priorities as needed
  • Ability to multitask
  • Solid time management skills
  • Proactive team player
  • At least a Combo 3 in 2018 PMP 
  • No warning letter is received in the past 6 months

ReqID: 19015981
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Aug 29, 2019, 11:48:15 AM