**Description** American Express invites you to share your resume so you can be considered for future Customer Care Professional – Japanese speaker (Voice) opportunities in the Kuala Lumpur office. **Areas of opportunities may include** + Communication Techniques + Time management + Emotional Maturity + Adaptability + Going the extra mile **Job Responsibilities:** + Support the Japanese market - handle incoming / outbound calls from American Express card members + Deliver 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 + Handle authorizations calls from merchants and partners to enable spend. + Monitor High Risk Accounts of American Express. + Meet performance goals that include, but are not limited to, customer experience and efficiency metrics: customer satisfaction (as measured by survey results), average call handle time, schedule adherence, quality and compliance standards, customer experience and efficiency metrics **Qualifications** + Fluency in the Japanese language – ability to speak and read as you will be supporting the Japan Market + 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. + Strong ability to problem-solve and create customized solutions for card members + Adaptability and flexibility to effectively navigate a variety of card member situations + Self-awareness and resilience to manage a steady volume 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 + Degree and above, with at least 3 years’ experience in the relevant field. Diploma, with at least 5 years’ experience in the relevant field. Technical Certificate or equivalent, with at least 7 years’ experience in the relevant field. (For the purpose of EP application) + More than 2 years’ experience in industries related to hospitality/retail/Call center/Sales **Qualifications** 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 needs + 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. **Job:** Operations **Primary Location:** Malaysia-SGR-Kuala Lumpur **Schedule** Full-time **Req ID:** 23011223