Japan Card Member Maintenance Inquiry Analyst (Voice)

Job Description

You Lead the Way. We've 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, you'll learn and grow as we help you create a career journey that's unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you'll be recognized for your contributions, leadership, and impact-every colleague has the opportunity to share in the company's success. Together, we'll win as a team, striving to uphold our and powerful backing promise to provide the world's best customer experience every day. And we'll 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.

The Customer Fulfillment Network (CFN) is an integral part of Global Customer & Business Enablement Network (GCBEN) with over 1,500 colleagues engaged in providing a wide range of fulfillment services to American Express Card Members, Commercial Clients and Merchants. With its global footprint, CFN supports all 24 markets across the network, fulfilling nearly 32 million customer enquiries / transactions every year and plays a significant role in enterprise-wide efforts to streamline end to end processes, drive innovative change and enhance customer experience.

Role Description

This position is going to be based out of Tokyo, Japan and will report into the team leader. At American Express, service has been at the core of our company for more than 170 years. In taking care of our customers, we view each contact not as a transaction, but as an opportunity to deepen the overall relationship by applying the 3 core principles of Customer First - Keep things easy and simple, own and solve the customer's issues, value and recognize the customer.

Launch your career by joining Customer Fulfillment Network (CFN) KL. CFN is a part of Global Services Group (GSG) and responsible for providing world-class service experience for card members. It encompasses servicing through calls and backend processing supporting card member maintenance, commercial servicing and merchant servicing.

Key Responsibilities

• Reaching out to card members on business resolutions and updates via voice calls or emails.
• Performs outbound call Partner with relevant teams such as American Express vendor and team members in Tokyo & Kuala Lumpur to ensure correct customer request is performed for our card members
• Provide maintenance activities such as Address Change, card replacement or others, if necessary.
• Ensure card members request is fulfilled within Service Level Agreement (SLA).
• Verify card member details and profiles through Amex systems
• Liaise with internal teams within GSG to coordinate and resolve customer inquiries.
• Data tracking, review and reporting to relevant stakeholders on certain timeframe requirements.

Qualifications

• Fluency in speaking, reading and writing in Japanese.
• Minimum 2 years of working experience in related field and with call handling experience
• Able to deliver result in accordance with policy and procedure
• Good PC skills - including MS word, Excel and others.
• Able to collaborate with colleagues, stakeholders and business partners effectively
• Openness to take on feed back to improve individual performance
• A customer centric, Can do attitude & willing to go beyond as a great service provider

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.