Customer Care Professional - US Servicing

Customer Care Professional - US 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 (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. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

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?

Role & Responsibilities:
 

Utilizing your skills, experience and passion for customer service to help propel your team and its business partners to success.

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

• Consistently deliver extraordinary service on a high volume of inbound calls in a fast-paced, structured, customer care environment with a keen focus on driving a Customer First mentality.

  
  

• Consult with Card Members to understand their needs and tailor unique and personal solutions for them, while also reinforcing the benefits of card membership and acknowledging Card Member tenure

  
  

• Add value for our customers through unexpected relevant recommendations of product offers/ benefit enrollments that deepen customer engagement and loyalty

  
  

• Utilize your “service oriented” personality to develop key selling skills to optimize and solidify the customer relationship by deepening their loyalty to our brand.

  
  

• Address general and account-specific customer inquiries- statement inquiries, card replacement, make payments, rewards redemption, etc., and update customer account information

  
  

• Use tools and resources to identify custom solutions and anticipate customer needs, in our commitment to maintain a first point of contact resolution

  
  

• Meet and exceed performance goals that include, but are not limited to: sales rates, quality goals, compliance regulations and productivity targets, & customer performance metrics.

  
  

Preferred Skills:

• Passion for building customer loyalty through exceptional listening, consultative relationship building, resourcefulness and problem solving skills

  
  

• Customer service and consultative sales environment experience preferred

  
  

• Passion for consultative sales, recommending products or solutions tailored to each customer

  
  

• Resilience needed to efficiently manage a steady stream of customer calls, while balancing performance to meet a variety of metrics, and remain positive through change and stressful situations

  
  

• Ability to adapt communication style to a wide variety of personalities and situations and take ownership and responsibility for each call, from beginning to end

  
  

Minimum Qualifications:

• At least College Level – bachelor’s degree graduate/undergraduate, Associate Degree Graduate/Undergraduate, or Vocational Course Graduate/Undergraduate

  
  

• At least 1 year of collective BPO experience

  
  

• At least 1 year of collective and predominantly inbound calls experience (with at least 6 months recent relative experience). No maximum experience required.

  
  

• At least 1 year of collective CSAT/VOC/NPS experience (with at least 6 months recent relative experience).

  
  

• Recent unemployment should not be more  than 6 months to 1 year and recent work experience should be within the BPO industry. 

  
  

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: