Customer Care Professional (客戶服務部 - 香港市場)

American Express; Kuala Lumpur; Hybrid; MYR 24,000 - 36,000; Full time

Job summary

A leading company seeks individuals passionate about delivering exceptional customer service. In this role, you will assist American Express customers by resolving inquiries effectively and building lasting relationships. This position offers opportunities for career development and requires multilingual proficiency, including Cantonese and Mandarin.

Benefits

Competitive base salaries

Bonus incentives

Comprehensive medical, dental, vision, life insurance

Flexible working model

Generous paid parental leave

Free access to wellness centers

Confidential counseling support

Career development and training opportunities

Qualifications

• Proficiency in Cantonese, English, and Mandarin is required.
• Ability to work night shifts preferred.
• Demonstrated ability to remain positive in difficult situations.

Responsibilities

• Provide outstanding care to customers over calls.
• Identify opportunities to enhance customer experience.
• Meet and exceed quality goals and compliance regulations.

Skills

Interpersonal skills

Communication

Listening

Analytical skills

Organizational skills

Negotiation skills

Problem-solving

Attention to detail

Education

High School Diploma or equivalent

Job description

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career.

Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

How will you make an impact 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
• Enhance our customers’ experience by identifying opportunities to offer products based on our Cardmembers’ needs
• 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

Preferred Skills:

• Demonstrate personal excellence by remaining positive in difficult situations
• Display a passion to serve by delivering extraordinary service in every interaction with our customers
• The ability to work in a fast-paced environment as well as multitask and re-prioritize on a regular basis
• Strong interpersonal, communication and listening skills
• Strong verbal and written communication skills
• Confidence to position and sell products or services
• Excellent negotiation, influential and resourceful skills
• Analytical and problem-solving skills with strong attention to detail
• Outstanding organizational skills

Qualifications:

• High School Diploma or equivalent
• Proficiency in Cantonese, English and Mandarin
• Shift flexibility requirements - Full time, night shift experience preferred

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• 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.