Customer Care Professional

Customer Care Professional - US Small Business Servicing (Future Opportunities)

#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

As a brand built on going above and beyond to provide the best customer experience, having the most exceptional colleagues is paramount. As the face of the company, you can create positive interactions with our customers every day– from curating a unique travel or lifestyle experience to helping them with their everyday needs. And, you can grow your skills through industry-leading training and ongoing coaching, all while learning what it means to continually set the standard for world class, customer-first service. **Find your place in service on #TeamAmex.

How will you make an impact in this role?**

American Express reinvented the global service experience by embracing a servicing philosophy which deepens relationships with customers. Our unique servicing philosophy, Relationship Care puts passion to serve – and individual personality – at the centre of every customer interaction, creating an opportunity to deliver value to our customers while deepening relationships with our company.

Our unique servicing philosophy, Relationship Care puts your passion to serve - and your personality - at the center of every customer interaction, creating an opportunity to deliver value to our customers while deepening relationships with our company. American Express Customer Care Professionals deliver extraordinary care by promptly and accurately responding to customer inquiries. Customer Care Professionals strive to make it easy to do business with us, solving customer issues, while celebrating their value to us. As a Customer Care Professional, you will be responsible for evaluating and analyzing account information and recommending tailored solutions to our customers, reinforcing the benefits of membership by providing relevant offers that deepen customer engagement with our products and services.

What would you do every day as a Customer Care Professional?

• Deliver extraordinary customer care by responding to questions concerning customer accounts in a fast paced, structured customer care environment
• Evaluate and analyze account information and recommending tailored solutions to our customers, reinforcing the benefits of membership by providing relevant offers that deepen customer engagement with our products and services.
• Resolve product or service inquiries by asking probing questions, determining the cause of the issue; selecting and articulating the best solution to drive brand advocacy
• Adherence to quality and compliance guidelines
• Document necessary account information and offer custom solutions that benefit the customer
• Grow and nurture customer relationships on every interaction that results in measurable Customer value
• Deliver extraordinary results measured by customer satisfaction, effectiveness, efficiency and quality

Qualifications:

• At least college level
• At least 1 ½ years of inbound BPO experience in Banking, Financial services sector in most recent experience
• At least 1 ½ years of CSAT/NPS/VOC metrics experience in current role
• Exceptional listening, consultative relationship building, resourcefulness, and strong written and verbal communication.
• Ability to work in a fast-paced metric driven environment with proficient multitasking and navigation in a web-based environment.
• Technical proficiency to manage chats and multiple applications at the same time.
• Excellent verbal communication skills.

Preferred Experience:

• Premium customer service experience and/or sales experience, with a passion for building customer loyalty through exceptional listening and relationship building
• Employed candidates are preferred. Open to considering unemployed candidates, provided the period of unemployment does not exceed 6 months from the target start date.

Please note that this is a future opportunity in American Express.

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).