Customer Care Professional

Customer Care Professional - US Digital Servicing

#4th in Great Place to Work's Best Company To Work For 2025

#10th in Fortune Magazine's 2025 World's Most Admired Companies

#1st in the J.D. Power 2024 U.S. Credit Card Satisfaction Study of National Credit Card Issuers

Top GBS Employers for the Philippines by the Everest Group

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. As part of Team Amex, you'll experience this 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.

How will you make an impact on this role?

Role & Responsibilities:

Meaningful, rewarding work performed with integrity. Here's just some of what you'll do in this role:

• Visualize & simplify end to end card member experience.
• Enable & drive process improvement based on voice of customer feedback.
• Strive to Customer First Resolution (CFR) and reduce bad demand.
• Generate revenue by driving value generation.
• Comprehend and respond to all customer queries (through chat or phone, as required) with immediate resolution (real time) to ensure customer satisfaction.
• Deliver to all the key metrics as per organizational goals.
• Adhere to quality and compliance guidelines.
• Adaptable and customer centric approach to situations to deliver superior service personalization and empathy in communication.
• Able to address 2-3 conversations simultaneously.

Required Skills:

• Quick navigation ability, web savvy, basic troubleshooting knowledge.
• Multitasking: ability to toggle between screens/tools
• Demonstrate personal excellence by remaining positive in difficult situations.
• Display a passion to serve by delivering extraordinary service in every interaction with our customers.
• The ability to work in a fast-paced environment as well as multitask and re-prioritize on a regular basis.
• Analytical and problem-solving skills with strong attention to detail.
• Excellent Communications Skill

Qualifications:

• At least 2 years BPO experience with CSAT/NPS as a metric
• Should have 6 months recent live chat experience to customers. This means the experience should involve interacting with customers through a chat interface, not internal chat support for agents or coworkers.
• Minimum of 2 to 3 concurrence per chat
• At least 50 to 60 chats per day

Additional Details:

• Location: BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig
• Workplace Flexibility: Full time. Must be amenable to follow a hybrid work arrangement (onsite and work from home)

• Work From Home Requirements:

• Must have at least 25 mbps internet connection plan / speed

• Must have a private & quiet area to work at home
• American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives.

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.

Excited to be part of #TeamAMEX? Walk-in applications will be processed on the same day.

If you are interested and your relevant experience is aligned with the requirements of the role, you may visit our Career Center from Mondays to Fridays, 10am to 6pm at BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig (entrance is at 30th Street cor. Lane A).