Customer Care Professional - UK Digital Servicing (Future Opportunities)

Customer Care Professional - UK Digital Servicing (Future Opportunities)

9th in Great Place to Work’s Best Workplaces™ in the Philippines 2026
10th in Fortune Magazine’s 2026 World’s Most Admired Companies
4th in Great Place to Work's Best Company To Work For 2025
Top GBS Employers for the Philippines (2025) by the Everest Group

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. 

Responsibilities:

• 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.  

Qualifications:

• Preferably with UK Market experience

• With at least 2 years of collective Customer Service experience with CSAT/NPS as part of the metrics

• At least Senior High School Grad/Associate degree Graduate/Vocational Course Graduate/ College Undergraduate/College Graduate

• At least one year of live chat experience is required

• Should have 6 months recent live chat experience to customers. This means the experience should involve interacting with customers through a chat interface, not internal chat support for agents or coworkers.

• Minimum of 2 to 3 concurrence per chat ​

• At least 60 to 70 chats per day

• Employed candidates are preferred, while we are open to considering unemployed candidates, the ideal would have a maximum of 6 months of unemployment from the target start date.

Please note that this is a future opportunity in American Express.

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

Excited to be part of #TeamAMEX? Walk-in applications will be processed on the same day.   
  
If you are interested and your relevant experience is aligned with the requirements of the role, you may visit our Career Center from Mondays to Fridays, 10am to 6pm at BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig (entrance is at 30th Street cor. Lane A). 

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.

As part of Team Amex, you’ll experience our 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.

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:

• 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)

• 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

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.