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Customer Care Professional - Native Japanese Speaker

American Express

Location: Sydney

Job Type: Full time


Show that gap who’s boss!
Women are 16% less likely than men to apply to a job once they’ve viewed it, but are 16% more likely to get hired after applying to a job.*
*LinkedIn Talent Solutions Gender Insights Report 2019

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.

As a Customer Care Professional you will provide exceptional service to our corporate clients. You will handle a diverse range of enquiries from our Japanese clients via phone or email and deliver effective, timely solutions.

We will provide you with the comprehensive training and support to see you become a Subject Matter Expert in this field. You will support our Clients with system & platform, reconciliation, payment, statement issues, coaching and/or re-educating our corporate clients on AMEX processes such as raising requests forms, changing company details and Membership Reward points.

Your responsibilities will also include:

  • Ensuring all corporate clients receive World Class Customer Service

  • Monitoring and prioritising workflows to ensure service-level agreements are met

  • Liaising with internal teams to coordinate any aversions or complex issues

  • Liaising with Program Administrators, authorised signers

  • Supporting projects and provide operational level of data for management to review

  • Perform ad hoc tasks to assist urgent client requirements and internal project requests

  • Resolve escalation and urgent enquiries

  • Native Japanese language

  • Call Centre or Customer Service experience

  • Proactive, passionate, and skilled in the art of relationship building

  • Problem solver, you need to be confident enough to seek out the solution

  • Microssoft office working knowledge (advanced)

  • Time management skills and ability to manage own priorities

  • Ability to maintain composure under pressure in a demanding environment

Our Program Administrator Customer Care Professional team work in accordance to the Japanese working calander and time zone. The working hours of this role will be Monday – Friday, 11-7pm (Summer) and 10-6pm (Winter). You will be expected to work on Australian Public holidays, with the allowance to take annual leave on Japanese holidays.

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

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