#8th in Fortune Magazine’s 2024 World’s Most Admired Companies
#6th in Great Place to Work’s Best Workplaces List in the Philippines for 2023
#6th in Great Place to Work’s Best Workplaces List in the Philippines for IT-BPM for 2023
#1st in the J.D. Power 2022 U.S. Credit Card Satisfaction Study of National Credit Card Issuers

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong.

Join Team Amex and lets lead the way together.

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.

American Express Card Members can contact us via different mediums – e-mail, chat, voice/call or via walking into any of the contact centers. Our business area is in the realm of chat, where American Express offers Click to Chat as a medium of contact to all its customers. The online banking system is designed to address high-contact drivers, proactively assisting card members struggling to replace their cards or making payments online, while reducing cost-to-service. It enables the card members to interact (real time) in their journey of choice increasing customer satisfaction. American Express uses both proactive and reactive chat, by tagging key pages on the website, the system identifies customers having difficulties and/or potentially needing assistance, based on the amount of time spent on a specific page and/or a request input based on a choice from the card member. Chat sessions are triggered by the predefined business rules that are created to help select customers who might need assistance and who might be looking for information or receiving error messages.

The Click To Chat Process supports the card members, encompassing anyone who has an account domiciled in the US – i.e. primarily US customers having card accounts with American Express which have been applied in the US itself. The employee here at the business click to chat with card members – provide services ranging from assisting card members making payments or trying to replace their cards.

The process is really a mix of both. Automated, because the system throws a chat at you, which holds a live customer at the other end of the line, and then the system generates all records of activity, including time spent on each chat, nature of chat, customer satisfaction and related metrics. Manual, because this is at the end of the day, a customer service process. Each customer comes with a unique requirement – and each need personalized handling.

Work Profile:

• Ability to comprehend & respond to all customer queries (through chat) with immediate resolution (real time) to ensure customer satisfaction.
• Deliver to the employees, customer and shareholder metrics as per goals.
• Adherence to quality and compliance guidelines
• Communicates effectively, oral as well as written.
• Ability to recognize the tone and mood of customer through written communication.
• Adaptable & customer centric approach to situations to deliver superior service.
• Personalization/empathy in communication
• Ability to address 2-3 conversations simultaneously.
• Recognizes knowledge gaps & research to respond.