Customer Care Professional - US Digital Servicing

Customer Care Professional - US Digital Servicing

#4th in Great Place to Works 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 (2025) 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?

• Consistently deliver extraordinary service in a fast-paced, structured, customer care environment.
  

• Consult with Customers to understand their needs and tailor unique and personal solutions for them, while also reinforcing the benefits of card membership/American Express products as applicable.
  

• Address customer inquiries and issues in a timely and accurate fashion.
  

• Analyze customer information and make sound decisions while maintaining high customer satisfaction.
  

• Indulge in recognizing our customers as individuals through unexpected relevant recommendations of product offers and benefits that deepen customer engagement.
  

• Analyze customer accounts and make sound business decisions while maintaining high customer satisfaction.
  

• Develop key consulting skills, including building a human connection with customers, through care and empathy, understanding customer needs, handling objections and providing solutions.
  

• Meet and exceed performance goals that include customer satisfaction, sales, collections, call handling time, schedule adherence and compliance regulations while adhering to established procedures and standards as updated by the business from time to time, as well as adhering to all applicable American Express policies.
  

Minimum Qualifications

• At least 2 years’ collective Contact Centre/BPO experience
  

• At least 6 months’ recent experience with live process is required and mandatory
  

• Computer literate, able to navigate through multiple computer systems and applications, simultaneously, with speed and accuracy
  

• Natural communicator who can demonstrate active listening skills and to adapt conversation to suit the situation and the Customer’s communication style
  

• Resilience needed to efficiently manage a steady stream of Customer inquiries, while balancing performance to meet a variety of metrics as set down and updated by the business from time to time
  

• Passion to serve, recommending products or solutions tailored to each Customer
  

• A problem-solver to efficiently evaluate Customer issues and offer the best inventive solutions with a view to resolving on the first contact
  

• Proven analytical skills to analyze account data and make sound business decisions
  

• A capacity to learn, willingness to try new things, ability to incorporate feedback and resilience through change and difficult situations
  

• Flexibility to handle a variation of Customer questions and/or issues
  

• High level of integrity to work with Customer information while adhering to all Quality, Regulatory and Compliance guidelines
  

Preferred Qualifications

• Background in banking and financial services is preferred
  

Additional Requirements:

• 
  The Company works 24*7 and as such our colleagues work in shifts to always provide coverage to Customers. Flexibility to work in different shifts at any time, including weekends as per business needs (dependent on operational hours) is an additional requirement
  
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  Hybrid Environment - Need to be able to work in the office a minimum of 3 days a week, the same is subject to change as per business requirements and Company policy

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  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) 
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  Work From Home Requirements: 
  • 
    Must have at least 25 mbps internet connection plan / speed 
  • 
    Must have a private & quiet area to work at home 
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  American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives.  
  
  

• 
  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) 
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  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