• Job Description

  Req#: 23003518

  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 company values 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.

  
  How will you make an impact in this role?

  Delivering excellent Back-Office interactions with Merchants via phone, e-mail and back-end processing to enable them to warmly accept American Express cards and welcome American Express customers.

  
  Job Description:

  • Review, analyze, and process all set-up, servicing and product requests varying in levels of complexity received on a daily basis
  • Responsible for data verification and timely processing of new applications, including follow up of missing information to enable optimal turn-around time of applications
  • Contact merchants via outbound call to resolve the issues to increase coverage and acceptance revenue.
  • Analyzing merchant information thru multiple systems to identify next course of action in driving resolution.
  • Build sustainable relationships and trust with merchant through open and interactive communication
  • Follow up with various stakeholders through outbound calls/e-mails to ensure efficient Merchant case resolution
  • Liaise with partner banks and vendors to ensure requests are actioned in a timely manner
  • Strong attention to detail and resulted oriented to meet monthly goals and target
  • Follow communication procedures and policies
  • Executing all tasks assigned by the team leader or manager diligently, on schedule, and to the highest standard.
  • Identifies areas of enhancement/improvement with the operating procedures and workflow
  • Maintain a daily inventory of cases, track and resolve each of them to closure to effectively service Merchants and reduce Cycle Time

  Key Responsibilities:

  • Meet performance metrics: Quality, Efficiency, Case Time Resolution, Compliance, Attendance and Schedule Adherence
  • Adhere to internal policies to ensure Compliance with legal parameters as well as company policies and procedures

  
  Minimum Qualifications:

  • A customer centric, can-do attitude for your customers
  • Proficient in MS Office tools
  • Sound resolution skills
  • Fluency in speaking, reading, and writing in English
  • Able to deliver results in accordance with policy and procedure.
  • Analytical and problem-solving skills with a growth mindset.
  • Flexible to work on shifts hours as well as weekends & public holidays (when required)
  • Ability to work an evening shift from 1700 – 0200 MYT

  
  Preferred Qualifications:

  • Call center experience / experience in phone servicing
  • Fluency in speaking, reading, and writing in English

  Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

• About the company

  At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly striving to uphold our powerful backing promise to our customers and each other every day.

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