CMMI Analyst

Job description

We are seeking for passionate, energetic and confident English and Japanese speakers who are responsible for bringing our brand to life, creating lasting relationship and enhancing the experience of our customers for a living. Launch your career by joining the Japan Card member Maintenance and Inquiry (CMMI) Team within the Customer Fulfillment Network (CFN) KL. CFN is a part of Global Servicing Network (GSN) and responsible for providing world-class service experience for card members. It encompasses servicing through calls and backend processing supporting card member disputes, maintenance, commercial servicing and merchant servicing.


Key Responsibilities:

· Ensure all teams across American Express have the most recent and accurate data available on card member accounts to meet their objectives and make sound business decisions
· Review, analyze and perform account maintenance requests including handling emergency card replacement (ECR) request and validating card members' identity and proceed with the necessary steps
· Partner with relevant teams such as team members in Tokyo and Dalian, China to ensure correct maintenance request is performed for card members
· Partner with vendors to ensure card members' request is fulfilled within Service Level Agreement (SLA). For example, emergency card is delivered to card member on time for seamless usage

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 recognized and awarded “Aon Hewitt Best Employer Malaysia” for the sixth consecutive time and also received “Best Employer Malaysia 2016 for Women”. 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)
Best of the Best CCP (Gold)

Join us and you'll soon see why.

Desired profile

·  Fluency in speaking, reading and writing English and Japanese ; JLPT level N1-N3
·  Minimum of Bachelor's degree
·  A customer centric, can do attitude for customer
·  Able to deliver result in accordance with policy and procedure
·  Good PC skills
·  Pro-active team player
·  Flexible to work shifts hours as well as weekend & Malaysia public holiday when necessary

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