**Note: this is an initial 12 month contract with the potential to become permanent**
**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.
An exciting opportunity exists for 2 highly motivated and quick-learning Japanese Speaking Customer Care Professionals to join a collaborative and supportive team. As part of the Merchant Servicing Network team you will strive to provide premium customer experiences every day.
**In this role you will be responsible for**:
- Providing outstanding service to our Merchants based in Japan
- Handling various ad-hoc requests from our Merchants such as account setups, account maintenance, payments and reconciliations, terminal enablements.
- Handling situations which may require adaptation of response or research according to customer/Merchant response.
- Using computerised system for tracking, information gathering, and/or troubleshooting.
- Understanding the organisation and various products/services we offer
- Problem solving, assessing the needs of Merchants and suggesting/promoting alternative products or services.
**Minimum Qualifications**:
- Excellent verbal & written communication skills in Japanese and English
- Motivated, target driven and take accountability for your work, whilst working in a fast-paced metric driven environment
- Excellent analytical, time management, organisational and strong decision-making skills required
- High attention to details with an agile problem solving mindset
- Ability to quickly learn and utilise multiple tools and technology in servicing environment
- High influencing skills when dealing with escalated issues, using strong relationship management and conflict resolution skills to effectively liaise across teams
- Ability to own customer issues through to resolution, overcome challenges and know when to seek assistance, match creative solutions to the needs of the customer and clearly explain outcomes to them
- Team player with ability to effectively deal with shifting priorities and high work volume unsupervised.
**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.
LI-Remote, #LI-Hybrid, #LI-Onsite#LI-Remote, #LI-Hybrid, #LI-Onsite