Customer Care Professional

Customer Engagement Network - US

When the world wakes up on the other side of the world, your role delivers best in class service impacting the lives of customers. Here in Malaysia, you will claim the night with your presence, creative solutions and nocturnal focus for our customers. This puts you on the forefront of developing a career with a world-class global brand.

As a Customer Care Professional with American Express, you are the beacon of the world’s best customer service experience. When the world gets dark, you suit up to engage and build customers’ relationships with the company while delivering powerful tailored solutions every day. You answer the call to greatness by exceeding all expectations with empathy and care. Your creativity, commitment and dedication reaffirm the reason why a member is with American Express.

Role & Responsibilities:

Help propel your team and its business partners to success.

Here’s just some of what you’ll do in this role:

Deliver extraordinary care, on calls, to a wide range of American Express customers with a variety of requests
Build meaningful relationship through consultative questioning to ensure added value for the customer
Offer custom solutions and negotiate a positive outcome for the customer and American Express, aiming for first call resolution when possible
Meet and exceed quality goals, compliance regulations and productivity targets
Document necessary information
Re-prioritize to adapt to the ever-changing environment

Minimum Qualifications

Here are the qualifications we are looking for:

Previous customer service experience with a passion for building customer loyalty through exceptional listening, consultative relationship building, resourcefulness and strong written and verbal communication.
Demonstrate personal excellence by remaining positive in difficult situations.
Excellent negotiation, influential and resourceful skills.
Analytical and problem-solving skills with strong attention to detail.
Ability to work in a fast-paced metric-driven environment with proficient multitasking and navigation in a web-based environment.
Outstanding organizational skills.
Diploma, equivalent or higher.

This role may be subject to additional background verification checks.

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.

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 “Kincentric Best Employer Malaysia” for 9 consecutive times. 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.

ReqID: 20007414
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Oct 20, 2020, 8:12:30 AM

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