Delivering excellent Back-Office interactions with Merchants in the Asia Pacific region to facilitate their Point-of-Sale Set-Up and Servicing needs including Data capturing for Merchant transaction (ROCSOC), via phone, e-mail and back-end processing to enable them to warmly accept American Express cards and welcome American Express customers.
**Key responsibility: **This position is accountable for managing Merchant Point-of-Sale Set-Up and Servicing needs including Data capturing for Merchant transaction (ROCSOC).
Review, analyze, and process all terminal enablement/set-up, servicing and product requests varying in levels of complexity received on a daily basis
Handling incoming documents from customers via post/email and perform data capturing for Merchant transaction.
Responsible for data verification and timely processing of new applications, including follow up of missing information to enable optimal turn-around time of applications
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
Meet performance metrics: Quality, Efficiency, 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
- Fresh Grads with Degree
- A customer centric, can-do attitude for your customers
- Proficient in MS Office tools
- Strong data entry skills & detail oriented
- Sound resolution skills
- Fluency in reading and writing in English & Chinese and Cantonese
- Flexible to work on shifts hours as well as weekends & public holidays (when required)
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.