ICCO Customer Care Professional

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. 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.

Responsibilities
- Handle inbound calls from Business and Corporate Card Members in a fast-paced environment.

- Provide clear, concise, and accurate information in response to inquiries from Business and Corporate Card Members, while updating customer information in internal systems as needed.

- Deliver exceptional service through Relationship Care® by identifying customer needs, providing tailored solutions, highlighting relevant Card benefits, deepening customer engagement, and presenting personalized offers that create meaningful value.

- Achieve First Contact Resolution (FCR) by leveraging a variety of system tools and resources to deliver effective, end-to-end solutions that meet Card Members' needs during the initial interaction.

Qualifications
- Previous customer service experience with a strong understanding that exceptional customer service means identifying and addressing customers' underlying needs.

- Ability to thrive in a fast-paced environment while meeting performance and productivity targets.

- Demonstrated passion for delivering creative and effective solutions to customer issues.

- Strong communication skills with the ability to explain information clearly, concisely, and logically.

- Flexibility to effectively support a diverse range of Business and Corporate Card Members.

- Ability to manage stress and perform effectively in a dynamic environment.

- Openness to receiving and applying feedback to achieve both individual and team goals.

- Strong commitment to schedule adherence.

- Proficient PC skills, including the ability to navigate multiple systems and type while speaking with customers.

- Native level Japanese and English level is preferred.

- High school diploma or equivalent required. A bachelor's degree or higher is preferred.
Employment eligibility to work with American Express in Japan is required as the company will not pursue visa sponsorship for this position.