CFN Japan Merchant Back Office - Japanese Speaking Customer Care Professional | Kuala Lumpur, MY

CFN Japan Merchant Back Office - Japanese Speaking Customer Care Professional

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.

An exciting opportunity exists for a highly motivated and quick-learning Japanese Speaking Customer Care Professionals to join a collaborative and supportive team. As part of the Customer Fulfillment Network team, you will strive to provide premium customer experiences every day.

In this role you will be responsible for:

• Providing outstanding service to our Merchants based in Japan
• Handling various ad-hoc requests from our Merchants such as account setups, account maintenance, payments and reconciliations, terminal enablements.
• Handling situations which may require adaptation of response or extensive research according to customer/Merchant response.
• Using computerised system for tracking, information gathering, and/or troubleshooting.
• Understanding the organisation and various products/services we offer
• Problem solving, assessing the needs of Merchants and suggesting/promoting alternative products or services.

Minimum Qualifications:

• Excellent verbal & written communication skills in Japanese and English
• Target driven and take accountability for your work, whilst working in a fast paced metric driven environment
• Excellent analytical, time management, organisational and strong decision-making skills required
• High attention to details with an agile problem solving mindset
• Ability to quickly learn and utilise multiple tools and technology in servicing environment
• High influencing skills when dealing with escalated issues, using strong relationship management and conflict resolution skills to effectively liaise across teams
• Ability to own customer issues through to resolution, overcome challenges and know when to seek assistance, match creative solutions to the needs of the customer and clearly explain outcomes to them
• High accountable, motivated, and positive mindset
• Team player with ability to effectively deal with shifting priorities and high work volume unsupervised.