Customer Care Professional | Analyst - Japanese Speaking

American Express

Location: Sydney

Job Type: Full time


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.

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.

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

Key Responsibilities

An exciting opportunity exists for a Native Japanese-speaker with intermediate excel skills to join a collaborative and supportive Merchant Servicing Network team. You will strive to provide premium customer experiences to our Merchants based in Japan.

  • Handling various requests from our Merchants such as account setups, account maintenance, payments and reconciliations, terminal enablement
  • Problem solving, assessing the needs of Merchants and suggesting/promoting alternative products or services
  • Reviewing/analysing servicing requests initiated by Client Managers and ensuring all required documentation are provided for the requests to be actioned
  • Engaging different teams like Network, Risk and Fraud, among others, to ensure quality and timely completion of Merchant account maintenance, reconciliation, financial/non-financial inquiries submissions and disputes
  • Monitoring and ensuring adherence to SLAs by following up with specialised resources assigned to servicing requests and inquiries

Skills and experience

We will provide you with a comprehensive training and support to help you become an expert in this field. Graduates are welcome to apply, no previous working experience required as long as you meet the following criteria:

  • Excellent verbal & written communication skills in Japanese
  • Intermediate Excel skills
  • Team player with ability to effectively deal with shifting priorities
  • 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


  • Ongoing coaching, industry-leading training, and career progression opportunities
  • Health insurance allowance, $400 for single cover and $800 for family cover
  • Healthy living initiatives, flu vaccination, health and skin checks, inspirational and motivational speakers and more!
  • Unique leave entitlements and opportunity to work public holidays (penalty allowance)
  • Birthday leave – we don’t expect you to work on your birthday

Our Customer Care Professional team, work in accordance with the Japanese working calendar 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.
You’ve got this!