**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.** 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. **Qualifications** **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 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 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 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:** Operations **Primary Location:** Philippines-PHL-Taguig City **Schedule** Full-time **Req ID:** 24019302