Customer Care Professional - US Small Business Servicing

Customer Care Professional - US Small Business 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.

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 on 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?

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  Deliver extraordinary customer care by responding to questions concerning customer accounts in a fast paced, structured customer care environment
  
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  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.
  
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  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
  
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  Adherence to quality and compliance guidelines
  
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  Document necessary account information and offer custom solutions that benefit the customer
  
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  Grow and nurture customer relationships on every interaction that results in measurable Customer value
  
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  Deliver extraordinary results measured by customer satisfaction, effectiveness, efficiency and quality
  

 
Qualifications:

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  Should have at least a year and a half of voice account BPO work experience from the most recent company joined.
  
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  Experience in B2B servicing, B2C servicing, and Banking and Financial experience is required.
  
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  Successful in previous job (high performer).
  
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  Excellent English communication skills. Candidate must have the ability to handle free flowing conversation – A natural conversationalist.
  

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  Bachelor’s degree, associate degree, college undergrads may apply.
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  Have been measured on Customer VOC (Voice of Customer) or NPS (Net Promoter Score), as well as AHT (Average Handling Time) from the most recent company joined.
  
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  Premium customer service experience and/or sales experience, with a passion for building customer loyalty through exceptional listening and relationship building.
  
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  Sales experience (Value generation/consultative selling) is a plus.
  
  

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  Location: BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig
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  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:
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    Must have at least 25 MBPS internet connection plan / speed
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    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
  
  

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  Competitive base salaries
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  Bonus incentives
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  Support for financial-well-being and retirement
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  Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
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  Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
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  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)
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  Free and confidential counseling support through our Healthy Minds program
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  Career development and training opportunities