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Description

You Lead the Way. We’ve Got Your Back.

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and let's lead the way together.

Terminal Enablement Analyst

Delivering excellent Back-Office interactions with Merchants in the Asia Pacific region to facilitate their Point-of-Sale Set-Up and Servicing needs including Data capturing for Merchant transaction (ROCSOC), via phone, e-mail and back-end processing to enable them to warmly accept American Express cards and welcome American Express customers.

Key responsibility: This position is accountable for managing Merchant Point-of-Sale Set-Up and Servicing needs including Data capturing for Merchant transaction (ROCSOC).

Job Description:

• Review, analyze, and process all terminal enablement/set-up, servicing and product requests varying in levels of complexity received on a daily basis

• Handling incoming documents from customers via post/email and perform data capturing for Merchant transaction.

• Responsible for data verification and timely processing of new applications, including follow up of missing information to enable optimal turn-around time of applications

• Follow up with various stakeholders through outbound calls/e-mails to ensure efficient Merchant case resolution

• Liaise with partner banks and terminal deployment vendors to ensure requests are actioned in a timely manner

• Maintain a daily inventory of cases, track and resolve each of them to closure to effectively service Merchants and reduce Cycle Time

Key Responsibilities:

• Meet performance metrics: Quality, Efficiency, Case Time Resolution, Compliance, Attendance and Schedule Adherence

• Adhere to internal policies to ensure Compliance with legal parameters as well as company policies and procedures

Minimum Qualifications

• Diploma and/or Bachelor’s Degree.

• Fresh graduates are welcome to apply!

• Proficient in MS Office tools

• Strong data entry skills & detail oriented

• Strong analytical and problem solving skills

• Ability to identify and act on issues that may impact customer experience

• Commitment to deliver the highest level of customer service

• A team oriented individual with growth mindset and positive affluence

Preferred Qualifications

• Strong verbal and written communication skills including active listening in English (Cantonese is beneficial)

• Flexible to work on shifts hours as well as weekends & public holidays (when required)

Qualifications

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.

Job: Customer Service

Primary Location: Malaysia-SGR-Kuala Lumpur

Schedule Full-time

Req ID: 24008289