American Express

Issues credit cards and runs a payment network

Customer Care Professional - US Servicing

Customer SupportConfirmed live in the last 24 hours

Full-timeTaguig, Metro Manila, PhilippinesNo salary listed

About the Job

Requirements

At least college-level education: bachelor’s degree graduate or undergraduate, associate degree graduate or undergraduate, or vocational-course graduate or undergraduate.
At least 1 year of collective business process outsourcing (BPO) experience.
At least 1 year of collective, predominantly inbound-call experience, including at least 6 months of recent related experience; no maximum experience is required.
At least 1 year of collective customer satisfaction (CSAT), voice of the customer (VOC), or net promoter score (NPS) experience, including at least 6 months of recent related experience.
Recent unemployment must not exceed 6 months to 1 year, and recent work experience must be within the BPO industry.
Must have an internet connection with at least 25 Mbps speed for work from home.
Must have a private and quiet area to work from home.
Must be amenable to a hybrid work arrangement with onsite and work-from-home days.

Responsibilities

Deliver extraordinary service on a high volume of inbound calls in a fast-paced, structured customer-care environment, focusing on a customer-first approach.
Consult with Card Members to understand their needs and tailor personal solutions while reinforcing card membership benefits and acknowledging membership tenure.
Make relevant product or benefit-enrollment recommendations that deepen customer engagement and loyalty.
Use service-oriented selling skills to optimize and strengthen customer relationships and brand loyalty.
Address general and account-specific customer inquiries, including statement inquiries, card replacement, payments, and rewards redemption, and update customer account information.
Use tools and resources to identify customized solutions, anticipate customer needs, and maintain first-point-of-contact resolution.
Meet and exceed performance goals, including sales rates, quality goals, compliance regulations, productivity targets, and customer performance metrics.

Desired Qualifications

Customer service and consultative sales environment experience is preferred.
Ability to build customer loyalty through listening, consultative relationship building, resourcefulness, and problem solving.
Ability to recommend products or solutions tailored to each customer through consultative sales.
Resilience to manage a steady stream of customer calls, meet performance metrics, and remain positive through change and stressful situations.
Ability to adapt communication style to different personalities and situations and take ownership of each call from beginning to end.

9th in Great Place to Work’s Best Workplaces™ in the Philippines 2026
10th in Fortune Magazine’s 2026 World’s Most Admired Companies
6th in Great Place to Work Philippines Best Workplaces in IT-BPM 2026
4th in Great Place to Work's Best Company To Work For 2025

Global Servicing (GS) oversees consumer travel and concierge experiences, all card customer service functions for the company’s global consumer, banking, merchant, and commercial customers, as well as the key enablement functions that power our products and services. GS provides the world’s best customer experience every day by building on Amex’s 175-year legacy of service excellence, leveraging new technologies and capabilities to drive transformation, and bringing a human touch to each customer interaction.

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.

Preferred Qualifications:

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

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).

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.

About the Company

American Express

Issues credit cards and runs a payment network

American Express issues credit and pay-in-full charge cards to consumers and businesses, and unlike most card issuers it also runs the payment network its cards use. Its Travelers Cheque, launched in 1891, made carrying money abroad safer, and in 1959 it became the first major issuer of plastic cards. Cardholders earn points toward flights and hotels plus perks such as airport lounges, while companies use its corporate cards for employee travel and expenses. American Express earns a fee from merchants on each purchase, plus annual fees and interest on balances cardholders carry. Henry Wells and William Fargo, who later started Wells Fargo, co-founded it in 1850 as a freight delivery business; it is based in New York City.

Company size: 10,001+
Company stage: IPO
Headquarters: New York City, New York
Founded: 1850

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