カスタマーケアプロフェッショナル (カスタマー・エンゲージメント・ネットワーク・ジャパン) Customer Care Professional (Japan CEN)

Job Description

Description Summary:

American Express is a global services company, providing customers with access to products, insights and experiences that enrich lives and build business success. Our award-winning Customer Care organization delivers phone support to millions of these customers, deepening relationships while efficiently finding creative solutions to meet customers’ needs. Working as a Customer Care Professional, you can build a career, delivering on our brand promise and providing world-class service to our customers, while we support you with first-class training, schedule flexibility and progressive opportunities to grow. 

As a member of our Customer Engagement Network and the voice of our Brand, you will receive inbound calls to provide Customer Service Support. Our unique servicing philosophy, Relationship Care, puts your passion to serve – and your personality – at the center of every customer interaction, creating an opportunity to deliver value to our customers while deepening relationships with our company.

Job Responsibilities:
  • Answering incoming calls from our card members in a fast-paced environment 
  • Addressing general and account-specific customer inquiries; providing clear and concise information and updating customer account information, as needed
  • Delivering extraordinary service by following our Relationship Care philosophy: tailoring unique solutions for each customer, reinforcing the benefits of card membership, providing relevant offers that deepen customer engagement and result in measurable value for our card members
  • Using tools and resources to identify creative solutions and anticipate customer needs, in our commitment to maintain a first point of contact resolution
  • Meeting performance goals that include, but are not limited to, customer satisfaction (as measured by survey results), average call handle time, schedule adherence, quality and Compliance standards




  • スピードを要求される環境下で、カード会員からのインバウンドコールに応対します。
  • カード会員からのお問い合わせに対し、簡潔、正確、かつ明快な情報を提供し、必要に応じてカード会員の情報をシステム上更新します。
  • リレーションシップ・ケアを通して、卓越したサービスを提供します:各カード会員のニーズにあったソリューションの提供、カードベネフィットの強調、カスタマーエンゲージメントを深化させ、実質的な価値を高めるカスタマイズされたオファーの提供をします。
  • 会員のニーズにあったソリューションを提供するために、さまざまなシステムツール用いて、ファースト・コンタクト・リゾルーション(一次完結)を達成します。
  • カスタマー満足度、コール処理時間、スケジュール順守、コンプライアンス遵守等の成果目標を達成します。 
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.


  • Customer service experience understanding that “Customer Care” is to respond the genuine needs. 
  • Ability to work in a fast paced metric driven environment with proficient multitasking and navigation in a Windows environment. 
  • Creative problem-solving, eager to find customized solutions 
  • Ability to communicate information in a clear and logical order
  • Adaptability and flexibility to effectively navigate a variety of card member situations
  • Self-awareness and resilience to efficiently manage a steady stream of customer calls while balancing performance metrics
  • Accountability and willingness to accept and implement coaching and feedback in order to achieve individual and team performance goals
  • Timeliness and reliability to adhere to your schedule each day 
  • High school diploma or equivalent required; bachelor’s degree preferred
  • カスタマーサービス・営業・販売等、顧客対応の経験があり、顧客の「真のニーズ」に応えることの重要性を十分理解している。
  • スピードと数値目標の達成を要求される環境下でチャレンジできる。
  • 創造的な問題解決を提供することに貪欲である。 
  • 簡潔、かつ論理的に物事を説明できるコミュニケーション能力を持っている。
  • さまざまなカード会員の方に応対できる柔軟性を備えている。
  • ストレスマネジメントができる。
  • 個人、そしてチームの目標を達成するために、フィードバックを受け入れられる柔軟性を持っている。
  • スケジュール順守ができる。 
  • 基本的なPC操作、タイピングスキルを持っている。
  • 高卒以上。 職種未経験者歓迎。

ReqID: 20000686
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Jan 14, 2020, 7:54:41 AM