ICCO Customer Care Professional（November）

Job Description

We are seeking a Customer Care Professional to handle inquiries related to our Business Cards for corporate customers.

As a member of the Commercial Servicing Network and the voice of American Express, you will play a central role in delivering relationship-based customer care through inbound calls. You will engage with a diverse range of Card Members, including business owners, sole proprietors, executives, and corporate employees, helping them with their Business Card needs while building and maintaining strong customer relationships

Responsibilities

You will be responsible for providing telephone support and making recommendations to Business Card Members and Corporate Card Members.

・Recommend services, benefits, and other ways for Card Members to make the most of their Cards

・ Assist with various procedures, such as updating registered information and reissuing Cards

・ Review and explain billing details, and more

・You will typically handle approximately 40–60 inquiries per day. Feedback from Card Members is directly reflected in your incentive compensation (performance bonuses).

■Training Program

・Classroom Training & OJT (On-the-Job Training)

Through classroom training, you will learn the service standards, professional etiquette, and product knowledge unique to American Express. You will then develop the fundamentals of customer service through practical, on-the-job training.

・Comprehensive training is provided, so no prior office experience is required. Many of our team members have successfully transitioned from other industries, including apparel, hospitality, travel, food and beverage, and sales.

■Future Career Opportunities

Your experience as a Customer Care Professional can open the door to career advancement opportunities such as becoming a Team Leader or Trainer. You can also take advantage of our internal job posting program to explore opportunities in other departments and positions.

Build your career and expand your future possibilities in the premium environment of American Express.

■Develop your skills by supporting our valued Card Members

Many of the Card Members you will assist are business owners, executives, and other professionals at the forefront of their fields. By supporting them with the attentiveness and professionalism of a highly skilled executive assistant, you will further develop your business skills and hospitality expertise.

Experience the exceptional standards that distinguish American Express and take your career to the next level.

・This role goes beyond simply answering inquiries. By reviewing Card Members’ past spending and usage patterns, you will proactively recommend ways for them to get even greater value from their Cards.

・ Because your guidance and recommendations are designed to provide genuine value to Card Members, you will often receive direct expressions of appreciation. This positive feedback also contributes to your performance evaluation, allowing you to experience a clear and tangible sense of accomplishment.

Qualifications

QUALIFICATIONS

◎ High school diploma or above

◎ Basic PC skills and typing proficiency

As you will frequently need to use a computer while speaking with Card Members on the phone, you should be able to type smoothly and efficiently.

No Prior Experience Required

Many of our team members are in their late 20s to early 30s. We welcome candidates from a wide variety of industries, including apparel, hotels, aviation, travel, food and beverage, and administrative roles.

We Especially Welcome Candidates Who

■ Have experience in customer service or customer-facing roles

■ Can respond to customer needs efficiently in a fast-paced environment

■ Can approach challenges flexibly and with creative thinking

■ Want to learn premium service standards and further develop their consultative and hospitality skills

■ Want to advance their career in an environment where performance and achievements are recognized

Position Details

■ Start Date: November 2026

■ Employment Type: Full-time, permanent employee

■ Working Hours: Shift-based schedule between 8:00 a.m. and 11:00 p.m. / 37 hours per week / 7–7.5 working hours per day

Example shifts: 9:00 a.m.–5:30 p.m., 10:30 a.m.–7:00 p.m., 1:30 p.m.–10:00 p.m.

Working hours may be subject to change depending on business needs.

During the training period, you will work on weekdays. After completing training, you will transition to a shift schedule that includes weekends and public holidays.

Overtime is minimal, typically less than 10 hours per month.

■Tokyo Office: 4-1-1 Toranomon, Minato-ku, Tokyo

Directly connected to Kamiyacho Station on the Tokyo Metro Hibiya Line

■ Osaka Office: 1-2-1 Dojimahama, Kita-ku, Osaka

Approximately a 10-minute walk from JR Osaka Station

Hybrid working arrangements are currently available.

You will initially work primarily from the office after joining the company. Once you have completed training and your job performance has become stable, you may transition to a hybrid working arrangement combining office and remote work—approximately three days per week in the office and two days working from home. You may also choose to continue working from the office full-time after completing training.

Compensation

Monthly salary: ¥295,505 + various allowances + monthly incentives

The training period is approximately two months, with a six-month probationary period. Incentive payments become applicable after training; all other salary and employment conditions remain unchanged.

Incentive compensation is calculated based on a combination of customer satisfaction and efficiency metrics and becomes applicable after completion of training.

Salary increases may be available based on the company’s performance in the previous year and individual performance evaluations.

Benefits

■ Paid annual leave, bereavement leave, and special leave

■ Full social insurance coverage, including employment insurance, workers’ compensation insurance, health insurance, and employees’ pension insurance

■ Maternity and parental leave programs, with a track record of employees of all genders taking parental leave, including paternity leave

■ Childcare and family-care leave, which may be used for situations such as a child suddenly becoming ill

■ Retirement pension plan

■ In-house training programs

■ Membership in the Tourism Industry Health Insurance Association

■ Employee discounts on travel-related services

■ Subsidy toward the annual fee for an American Express® Card

■ Complimentary soft drinks

■ Dedicated break areas within the office

■ Benefit One membership

All PCs and peripheral equipment required for work will be provided by the company.

About Us

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.

About The Team

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.