Cardmember Maintenance & Inquiry Analyst-Night Shift (Earn up to RM 4K +Incentives)

Job description

Get ahead in your career by joining our Cardmember Maintenance & Inquiry (CMMI) Team within the Customer Fulfillment Network (CFN). Here at American Express, you'll be the face of one of the world's most recognizable and reputable brands. And you'll be provided with all the training and tools you need for getting ahead in your career. In fact, we've made it our priority to help you move into leadership roles within the organization, if that's where you want to go.

CFN is part of Global Servicing Network and responsible for providing superior service experience for both cardmembers and merchants. It encompasses servicing through outbound calls and backend processing supporting the cardmember dispute process, corporate servicing, and merchant servicing. The CMMI team ensures that all teams across American Express have the most recent and accurate data available on cardmember accounts to meet their objectives and make sound business decisions.


What's in store for you?

·  Work Monday to Friday (9:00pm to 6:00am) and enjoy weekends to yourself!
·  Night: 9PM – 6AM ( with Travel & Shift Allowance )
·  Monthly Performance Bonus ( Pay For Performance )
·  Updating card member account information.
·  Replying by written correspondence in English or Chinese to card member requests.
·  Review, analyze, and process account maintenance requests from card members or other internal stakeholders.
·  Turn each and every correspondence into a relationship-building experience.
·  Maintain subject matter expertise and knowledge by proactively engaging in production service delivery
·  Maintain flexibility in accordance with business requirements, specifically shift support/working hours.
·  Resolving the customer enquiries end to end with an innovative and creative approach
·  Handling a wide range of general and sometimes complex inquiries and problems including account balance, disputes, Membership Rewards, interest calculations
·  Understand, determine and anticipate customer needs and present solutions as appropriate.
·  Support changes that will be implemented out of business needs, adjustments to company policies, process.
·  Team player with a desire to meet and exceed expectations.

You will be rewarded with:
·  A great place to work – We are in the top 10 most admired companies in the world…And the #1 amongst Financial Services
·  Fun at work! A great culture and environment – Game rooms and lounge area are situated in each floor to encourage a fun and happy workplace.
·  Competitive Salary – Get paid what you're worth.
·  Career advancement opportunities – Shaping your future & opening both local & cross border opportunities.
·  Monthly Incentives – Based on customer experience (not sales), so you get rewarded for doing what you do best.
·  Extensive paid 3 Months Training – Giving you the skills and training you need to be a success!

American Express has been recognised as “Best Employer Malaysia 2015 for Generation Y” and awarded “ Aon Hewitt Best Employer Malaysia” five consecutive times. American Express Malaysia also won 16 prestigious awards from the Contact Center Association of Malaysia. Among these are the following:

Best of the Best In House Contact Center / Contact Center of the Year (Gold)

Best In House Contact Center (Gold)

Best Employee Engagement (Gold)

Best Manager Inbound (Gold)

Best Manager Outbound (Gold)

Best Team Leader (Gold)

Best CCP Inbound (Gold)

Best CCP Outbound (Gold)d

Best of the Best CCP (Gold)

Join us and you'll soon see why.

Desired profile

What we're looking for?

·  Fresh Grads with Degree
·  Added advantage: 1-3 years working experience in banking/ finance/ sales/ insurance/ hotel / airline
·  Excellent written and verbal communication, listening and probing skills
·  Self-sufficient and self-motivated work ethic,
·  Strong organizational skills and ability to work as part of a team to achieve goals
·  Proven experience with negotiating/problem solving
·  Ability to work within a busy and demanding team environment
·  Strong interpersonal and networking skills
·  Commitment to the highest level of customer service.
·  Analytical and problem solving skills
·  Ability to identify and act on issues which may impact this customer experience
·  Ability to manage own priorities
·  Ability to maintain composure under pressure in a demanding environment
·  Required languages – English. Cantonese / Mandarin will be an advantage
·  Delivers to our customers and shareholders
·  Works well in teams and co-operates across departments
·  Builds and leverages relationships
· 
Flexible to work on public holidays (when required)

Language: English

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