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Customer Care Professional - US Servicing

Job Description

You Lead the Way. We’ve Got Your Back.

At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what’s possible — and we’re proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day.

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. 

Role & Responsibilities:

Meaningful, rewarding work performed with integrity

Here’s just some of what you’ll do in this role:

  • Deliver world-class customer service, while responding to Customer inquiries and concerns via multiple channels (calls, chat, mobile messaging)
  • Build meaningful relationships with our Customers through a consultative approach, understanding their current and future needs, providing first contact resolution and negotiating a positive outcome for the Customer and American Express
  • Enhance our customers’ experience by identifying opportunities to offer products based on our Cardmembers’ needs
  • Meet and exceed quality goals, compliance regulations and productivity targets
  • Navigate computer systems and applications to service our Customers, and enable them to get the most from our online and mobile platforms
  • Document necessary information, such as payment details, Customers change of details, change of address and travel notifications
  • Re-prioritize and adapt to an ever-changing environment

Preferred Skills:

Unique career journey shaped by your talent and curiosity

  • Demonstrate personal excellence by remaining positive in difficult situations
  • Display a passion to serve by delivering outstanding service in every interaction with our Customers
  • The ability and resilience to work in a fast-paced and dynamic environment as well as multitask, using multiple systems and digital tools to service our Customers
  • Strong interpersonal, communication, verbal and written skills
  • Assertiveness to handle difficult conversations
  • Excellent negotiation, influencing and resourcefulness skills
  • Critical, analytical and forward thinking with problem-solving skills, and strong attention to detail
  • Confidence to work in a virtual environment

Minimum Qualifications

Preferred Qualifications:

  • Should have minimum 2+ yrs relevant CSAT/NPS experience. Should have at least a year of voice account experience from the most recent company joined (U.S. customer service)
  • Premium customer service experience (preferably in BFSI, additional billing experience also helpful) and/or sales experience with a passion for building customer loyalty through exceptional listening and relationship building
  • Sales experience (Value generation / consultative selling)
  • Successful in previous job (high performer)
  • Must have been measured on Customer VOC (Voice of Customer) and AHT (Average Handling Time) from the most recent company joined
  • Bachelor’s degree, associate’s degree and college undergrads may apply

Additional Details:

  • Location: Bonifacio One Technology Tower, 3030 Rizal Drive West, Bonifacio Global City, Taguig. Based on the evolving situation with Covid-19, we will work with you to ship equipment to your home address and conduct a new hire orientation virtually. From there your training and/or work will be remote until the situation with Covid-19 allows us to move back into our building. * 
  • Workplace Flexibility: Full time. Shift flexibility requirements – temporarily some shifts may be worked remotely
  • American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives
  • Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations
  • Work From Home Requirements:
    • Must have at least 25MBPS internet connection plan / speed
    • Must have a private & quiet area to work at home

*At American Express’ discretion this position may be work from home and adjusted back to “in office” at any time


ReqID: 21008716
Schedule (Full-Time/Part-Time): Full-time
Date Posted: Apr 21, 2021, 10:41:09 PM