You Lead the Way. Weve Got Your Back.
With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, youll learn and grow as we help you create a career journey thats unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.
At American Express, youll be recognized for your contributions, leadership, and impactevery colleague has the opportunity to share in the companys success. Together, well win as a team, striving to uphold our company values and powerful backing promise to provide the worlds best customer experience every day. And well do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.
Join Team Amex and let's lead the way together.
How will you make an impact in this role
Representing Global Disputes as an American Express catering to billing disputes raised from the card holders in Japan market. The core tasks for this team is responsible for contacting shareholders and customers with regards of the inquiry using phone call whenever possible.
Providing optimum services to card members and merchants and delivering flawless quality in accordance with disputes policy and procedures
Reaching out to customers including lawyers via email and voice calls to clearly explain on case resolution and status
Perform outbound calls to card members on additional and market specific case types such as Goods and Services not Received
Point of escalation for call centers to explain on disputes cases that are unable to be CFR (Customer First Resolution)
Act as liaison between network card issuer and acquirer partner JCB to enable fair and thorough disputes investigation to be completed
Handle calls with highest quality standards and ensure we deliver our brand promise
Uphold the highest level of integrity by adhering to compliance including, but not restricted to, law and regulations, privacy and data protection principles, anti-corruption, anti-money laundering, code of conduct and sanction rules
Participate in briefings/trainings, town halls, employee engagement and team building activities
Minimum Qualifications
Amendable to work within 07:30 - 17:30 Malaysian Standard Time in Malaysia
Proficient in English (both verbal and written) - at least business level.
Japanese native speaker who has a customer service experience in Japan market.
Minimum JLPT N2 (Japan Language Proficiency Test) certificate for reading, writing, and speaking or equivalent experiences in the past working in Japanese market.
Proficient in using Microsoft Applications.
High sense of efficiency and accuracy.
Preferred Qualifications
Native Japanese accent is a key requirement to enable effective communication with Japanese customers and shareholders over the call
Passion and confidence in communicating in Japanese is an essential requirement to be successful in this role as well as active listening
Degree and above, with at least 3 years experience in the relevant field. At least 1 year of customer service experience
Strong analysis and problem-solving skill to provide the best solution for customers
In-depth knowledge on disputes Business Operational Policy and JCB Operational Policy
Team player who is able to work in a diverse group with high level of integrity
Great understanding on Japan market culture
Business etiquette in writing in both Japanese and English
Service-oriented and able to communicate well with conversational English
Team player who is able to work in a diverse group with high level of integrity
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:
Competitive base salaries
Bonus incentives
Support for financial-well-being and retirement
Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
Flexible working model with hybrid or onsite arrangements depending on role and business need
Generous paid parental leave policies (depending on your location)
Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
Free and confidential counseling support through our Healthy Minds program
Career development and training opportunities
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
Depending on factors such as business unit requirements, the nature of the position, cost and applicable laws, American Express may provide visa sponsorship for certain positions.
