Customer Onboarding Specialist (Hong Kong Market)

American Express; Kuala Lumpur; Hybrid; MYR 100,000 - 150,000; Full time

Job summary

A leading financial services firm in Kuala Lumpur seeks a Global New Accounts Customer Care Professional. The role involves ensuring an extraordinary customer experience by managing card application inquiries and delivering top-notch customer service. Candidates should have over 2 years of customer service experience and proficiency in English, Mandarin, and Cantonese. Benefits include competitive salaries, bonus incentives, and flexible working arrangements. Join us in shaping a customer-oriented future.

Benefits

Competitive base salaries

Bonus incentives

Comprehensive medical and dental benefits

Flexible working model

Career development opportunities

Qualifications

• 2+ years customer service experience required.
• Ability to deliver exceptional customer service based on Relationship Care principles.
• Proficiency in multitasking and navigating different systems.

Responsibilities

• Handle incoming and outgoing calls and emails for card application matters.
• Provide high-level customer service in daily interactions.
• Document application information and recommend beneficial solutions.
• Process charge and credit card applications efficiently.

Skills

Excellent communication skills

Customer service experience

Effective decision-making skills

Language proficiency in English, Mandarin, Cantonese

Education

Diploma or bachelor's degree

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?

Global New Accounts Customer Care Professionals ensure an extraordinary customer experience through prompt and accurate responses to customer inquiries, value generation to increase customer loyalty, along with the responsibility of evaluating and analyzing account information. Customer Care Professionals recommend tailored solutions to customers who include relevant products, services and membership privileges.

Responsibilities

• Handle incoming, outgoing calls and emails for card applications related matters
• Providing an exception level of customer service through daily connection with our customers.
• Major role of this position is to provide high proficiency handling with customers media by completing application decision at acceptable performance standards.
• Multitask and efficiently navigate through multiple systems to analyze customer information during application process.
• Processing Charge / Credit card applications for new or existing customers through internal systems.
• Understanding all relevant Risk, Compliance, Credit and Fraud criteria and ensure adherence with.
• Document necessary application information and recommend solutions that benefit the application decision.

Minimum Qualifications

• Excellent communication skills both verbally and written
• Proven experience of delivering “above and beyond” customer service with an understanding of the core Relationship Care principles
• Effective and accurate decision-making skills
• Diploma and bachelor degree preferred
• 2+ years customer service experience
• Language proficiency in English, Mandarin and Cantonese (both read, verbal and written)
• We service our Card Members 5 days per week. Successful candidates are required to work on Monday to Friday, 8.30am to 5.30pm including Malaysia Public Holiday.

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 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.