**Description** At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express. **How will you make an impact in this role?** + Review, analyze, and process new account setup, terminal enablement/set-up, servicing and product requests varying in levels of complexity received daily + Handling incoming documents from customers via post/email and perform data capturing for Merchant transactions. + Responsible for data verification and timely processing of new applications, including follow up of missing information to enable optimal turn-around time of applications for both account setup and terminal enablement + 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, Occupancy, 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 delivering the highest level of customer service_ + _A team-oriented individual with a growth mindset and positive affluence_ **Preferred Qualifications:** + Strong verbal and written communication skills including active listening in English & Cantonese + Flexible to work on shifts hours as well as weekends & public holidays (when required) **Qualifications** We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally: + 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:** 25014398