**You Lead the Way. We've Got Your Back.**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 redefining what's possible — and we're proud to back each other every step of the way.When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day. We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.Handles customer service inquiries and problems via the telephone recording consistent problem areas. Customer service is the primary function. Calls are non-routine and require deviation from standard screens, scripts, and procedures. Handles situations which may require adaptation of response or extensive research according to customer response. Uses computerized system for tracking, information gathering, and/or troubleshooting. Requires extensive knowledge of the organization, products, and/or services. May require advanced problem solving. May assess needs and suggest/promote alternative products or services. May be linked to incentive plans in some countries.**Role & Responsibilities**:- Key inbound phone contact point between Singapore Merchants and American Express- Resolving servicing inquiries to allow Merchants to focus on their day-to-day operations.- Maintaining relationships with either new or repeated Merchants who contact American Express in a consultative approach.- You will have the skills to handle difficult tasks with ease.- Servicing Merchants from Monday to Friday, 9am to 6pm through the inbound phone channel- 4 weeks of World Class classroom training.- Continued with 4 weeks of on the job training- A friendly passionate and competitive team environment that inspires each other's growth.- Access to an international leadership team that will work with you to succeed**Preferred Skills**:- Display a passion to serve by delivering extraordinary service in every interaction with our customers- Diploma and/or Bachelor's Degree- Have relevant experience in Customer Service, Sales or Hospitality industry- Demonstrate personal excellence by remaining positive in difficult situations- Strong interpersonal, communication and listening skills- Analytical and problem solving skills with strong attention to detail- Language requirement: English & Mandarin**Additional Details**:- Location: Menara Prestige, Jalan Pinang, Kuala Lumpur office location - Based on the evolving situation with Covid-19, we will conduct a new hire orientation virtually. From there your training and/or work will be remote until the situation with Covid-19 allows us to move back into our building.- American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives- At American Express' discretion this position may be work from home and adjusted back to "in office" at any time**Why American Express?**There's a difference between having a job and making a difference.American Express has been making a difference in people's lives for over 160 years, backing them in moments big and small, granting access, tools, and resources to take on their biggest challenges and reap the greatest rewards.We've also made a difference in the lives of our people, providing a culture of learning and collaboration, and helping them with what they need to succeed and thrive. We have their backs as they grow their skills, conquer new challenges, or even take time to spend with their family or community. And when they're ready to take on a new career path, we're right there with them, giving them the guidance and momentum into the best future they envision.Because we believe that the best way to back our customers is to back our people.**The powerful backing of American Express.****Don't make a difference without it.****Don't live life without it.
