Account Manager, CCLM Australia

American Express

Company :  American Express
Location :  Federal Territory of Kuala Lumpur, Malaysia
Job Type :  Full-time
Job Status :  Permanent

At American Express we provide a service of excellence, our customers is our most valuable asset and our teams are the key to achieving this great goal. For over 160 years we continue to grow, proactively responding to the needs and expectations of our customers. We always lookout for driven, forward thinking, creative and innovative people, who are willing to join us in the challenges of the business, willing to take their career to the next and are committed to provide superior service. We place great importance on doing what is right, what is best and what is innovative. If you share our passion for excellence, our dedication to great service and our excitement about innovation, there’s a world of opportunity waiting for you in a career with American Express.

Merchant Services, the merchant network of American Express, acquires and maintains relationships with millions of merchants who welcome American Express-branded cards. Our goal is to be an indispensable payments partner of our merchant customers, while simultaneously delivering differentiated products and services that meet or exceed customer needs and drive revenue growth and premium economics for both our merchants and American Express.

Centralized Client Management (CCLM) is an integral member of Small Merchant Group (SMG) in Global Merchant Services that effectively engages with American Express small merchants based in Asia Pacific, Australia and Japan with the aim of building relationships and demonstrating the value of acceptance. The Account Manager in CCLM is responsible for managing an identified portfolio of small merchants to grow volumes and increase merchant satisfaction through outbound client management and value delivery.

Manage a portfolio of high value / high potential small merchants in Australia and drive growth through proactive account development.

* Drive business results and support delivery of all key business metrics including charge volume, sales targets, retention, etc

* Understand key drivers, reasons for variances and proactively develop strategies to course correct and ensure sustainable and profitable growth

* Comfortable and experienced in establishing and maintaining positive multi level relationships

* Nurture and grow current business with increased availability of new and existing products/services

* Drive demand and sales opportunities across the small merchant portfolio

* Execution of opportunities to drive growth and improve merchant experience and satisfaction

* Develop and deliver creative and optimal solutions to address complex business needs, help grow the relationship and remove pain points

* Reinforce and demonstrate the Value Story to retain merchant and promote Card Acceptance

* Focus on delivering high quality servicing and merchant experience on developing and executing winning strategies

* Owns end to end resolution of reported Surcharge &Suppression cases

* Proactively anticipate/identify new ways to expand relationship, develop action plans and execute flawlessly Creating Impactful Communications

American Express has been recognized and awarded “Aon Hewitt Best Employer Malaysia” for the 7 consecutive time. American Express Malaysia also won 23 prestigious awards from the Contact Center Association of Malaysia. Among these are the following:

Best of the best Contact Center of the Year (Gold)

Best In House Contact Center (Gold)

Best Recruitment & Retention Programme (Gold)

Best In-house Inbound Contact Centre Under 100 Seats (Gold)

Best Contact Centre Professional (Gold)

Best Contact Centre Manager (Gold)

Best Contact Centre Telemarketer (Gold)

Join us and you’ll soon see why.

* Proven track record of delivering flawless results in a fast paced environment with priorities that may change daily. Multi-tasking under pressure

* Solid strategic, consultative and communication skills to present and address complex business issues and opportunities

* Excellent command of English (both verbal & written) - clear & eloquent, tailored to the audience. Bilingual abilities - a plus

* Excellent customer service experience with a passion for building customer loyalty through exceptional listening, relationship building and effective communication

* Strong project management with ability to work independently

* Ability to compile data, analyze and make recommendations - Analytical and problem solving skills

* Team player with flexible, winning, and positive attitude

* Goal oriented with effective time management skills

* Emotional Intelligence - ability to self critique and manage with positive mindset. Has a Growth Mindset – keen to tackle new challenges and develop themselves and others

* Maturity and Adaptability to cultural differences and diversity

* Strong work ethic and interpersonal skills

* Strong voice process, knowledge and experience

* Successful candidate - demo selling skills in the interview process

This role may be subject to additional background verification checks.

**Job** *Sales*

**Title:** *Account Manager, CCLM Australia*

**Location:** *Malaysia-Wilayah Persekutuan-Kuala Lumpur*

**Requisition ID:** *18002337*

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