**Description** **You Lead the Way. We’ve Got Your Back.** #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 let's 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.** **Role & Responsibilities:** Meaningful, rewarding work performed with integrity. _Here’s just some of what you’ll do in this role:_ + Visualize & simplify end to end card member experience. + Enable & drive process improvement based on voice of customer feedback. + Strive to Customer First Resolution (CFR) and reduce bad demand. + Generate revenue by driving value generation. + Comprehend and respond to all customer queries (through chat or phone, as required) with immediate resolution (real time) to ensure customer satisfaction. + Deliver to all the key metrics as per organizational goals. + Adhere to quality and compliance guidelines. + Adaptable and customer centric approach to situations to deliver superior service personalization and empathy in communication. + Able to address 2-3 conversations simultaneously. **Required Skills:** + Quick navigation ability, web savvy, basic troubleshooting knowledge. + Multitasking: ability to toggle between screens/tools + Demonstrate personal excellence by remaining positive in difficult situations. + Display a passion to serve by delivering extraordinary service in every interaction with our customers. + The ability to work in a fast-paced environment as well as multitask and re-prioritize on a regular basis. + Analytical and problem-solving skills with strong attention to detail. + Excellent Communications Skill​ **Qualifications** **Qualifications:** + At least Senior Highschool Graduate (new curriculum) + At least 2 years BPO experience with CSAT/NPS as a metric + 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 50 to 60 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. **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 25mbps 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 our colleagues and their loved ones with benefits and programs that support their holistic well-being. That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include: + 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. To know more about our recruitment process, you may watch this short video –   What to Expect: Recruitment at American Express   **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 5pm at BGC Corporate Center 2, 5th Avenue corner 30th Street, Bonifacio Global City, Taguig (entrance is at 30th Street cor. Lane A). **Job:** Customer Service **Primary Location:** Philippines-PHL-Taguig City **Schedule** Full-time **Req ID:** 24018198