Our award-winning Customer Care organization delivers support to millions of these customers, deepening relationships while efficiently finding creative solutions to meet customers’ needs. Working as a Customer Care Professional, you can build a career, delivering on our brand promise and providing world-class service to our customers, while we support you with first-class training, schedule flexibility and progressive opportunities to grow.
As a member of our Customer Engagement Network and the contact of our Brand, you will receive inbound messages to provide Customer Service Support. Our unique servicing philosophy, Customer First, puts your passion to serve – and your personality – at the center of every customer interaction, creating an opportunity to deliver value to our customers while deepening relationships with our company.
Responsibilities
*Answering incoming messages from our card members in a fast-paced environment
*Addressing general and account-specific customer inquiries; providing clear and concise information and updating customer account information, as needed
*Delivering extraordinary service by following our Relationship Care philosophy: tailoring unique solutions for each customer, reinforcing the benefits of card membership, providing relevant offers that deepen customer engagement and result in measurable value for our card members
*Using tools and resources to identify creative solutions and anticipate customer needs, in our commitment to maintain a first point of contact resolution
*Meeting performance goals that include, but are not limited to, customer satisfaction (as measured by survey results), average call handle time, schedule adherence, quality and Compliance standards
Qualifications・Customer service experience understanding that “Customer Care” is to respond the genuine needs.
・Ability to work in a fast-paced metric driven environment with proficient multitasking and navigation in a Windows environment.
・Creative problem-solving, eager to find customized solutions
・Ability to communicate information in a clear and logical order
・Adaptability and flexibility to effectively navigate a variety of card member situations
・Self-awareness and resilience to efficiently manage a steady stream of customer messages while balancing performance metrics
・Accountability and willingness to accept and implement coaching and feedback to achieve individual and team performance goals
・Timeliness and reliability to adhere to your schedule each day
・Typing Speed (25- 35 Words/Minute)
・Business level or equivalent Japanese proficiency (written / spoken) is required
・High school diploma or equivalent required; bachelor’s degree preferred
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, onsite or virtual 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.
About UsAt 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. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.
As part of Team Amex, you’ll experience our 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.
Skills Required
- Customer service experience
- Ability to work in a fast-paced environment
- Proficient multitasking in a Windows environment
- Creative problem-solving skills
- Clear communication skills
- Adaptability and flexibility
- Self-awareness and resilience
- Accountability in performance goals
- Timeliness and reliability
- Typing Speed 25-35 Words/Minute
- Japanese proficiency
- High school diploma or equivalent
- Bachelor's degree preferred
American Express Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about American Express and has not been reviewed or approved by American Express.
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Healthcare Strength — Pay is often viewed as attractive when combined with comprehensive health, dental, and vision coverage that supports day-to-day needs. The benefits package is also framed as especially helpful for those supporting dependents.
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Retirement Support — Retirement benefits are positioned as a meaningful part of total rewards through a 401(k) plan with company matching. Financial wellness services and coaching are also highlighted as strengthening longer-term financial security.
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Leave & Time Off Breadth — Paid time off is repeatedly characterized as generous and a valued component of the overall package. Time off and flexibility are presented as helping the total rewards feel more complete beyond base salary.
American Express Insights
What We Do
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 striving to uphold our powerful backing promise to our customers and each other every day. These beliefs have been our North Star for 170 years as our business transformed – from helping evacuate travelers during World Wars, to ensuring the safety of our customers’ funds during the Great Depression in the U.S., to creating the Shop Small® movement to help small businesses recover from the Financial Crisis, to providing aid to communities impacted by many natural disasters and so much more. For generations, the key to our success has been the determination and resilience of our American Express colleagues. Now, as a globally integrated payments company, we work together to provide customers with access to products, insights and world-class experiences that enrich lives and build business success. Join us and let’s lead the way together.
