Customer Care Professional - UK Servicing

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.

How will you make an impact in this role?

Discover career opportunities with a global service leader.

Begin an amazing career with American Express and make customer experiences in the UK.

Unexpected things happen every day. And when they happen to our customers, we’re there to help them get back on track. By joining American Express, you’ll be a part of an enthusiastic team of individuals in the Philippines who accomplish the extraordinary every day. You’ll have the opportunity to deliver on our brand promise by providing world-class service to our customers in the UK with your skills, experience and talent. You’ll focus on your passion to serve, generating loyalty and doing business with utmost integrity and attention to detail.

Responsibilities:

• Deliver extraordinary customer care by responding to questions concerning customer accounts in a fast paced, structured customer care environment.
• Talk and react personally to whatever the circumstances and assist our customers to understand potential issues and how we can assist.
• Listen to the real need and provide relevant solutions to get the job done right the first time with our products and services.
• Grow and nurture customer relationships on every interaction that results in measurable customer value.
• Take pride in delivering great service in a fun environment that celebrates recognition, as well as a vibrant, fast paced and diverse culture
• Meet and exceed quality goals, compliance regulations and productivity targets
• Document necessary information, such as payment details, Customers change of details, change of address and travel notifications
• Navigate computer systems and applications to service our Customers, and enable them to get the most from our online and mobile platforms

Minimum Qualifications:

• At least Senior High School Graduate for new curriculum; at least college level for old curriculum
• At least 1 year BPO experience with CSAT/NPS as a metric.
• Should be currently taking inbound calls.
• Strong Customer Service experience highly preferred
• Banking and Financial experience is required.
• Employed candidates are preferred. Open to considering unemployed candidates, provided the period of unemployment does not exceed 6 months from the target start date.

Preferred Skills:

• Demonstrate personal excellence by remaining positive in difficult situations.
• Display a passion to serve by delivering outstanding service in every interaction with our customers.
• The ability and resilience to work in a fast-paced and dynamic environment as well as multitask, using multiple systems and digital tools to service our customers.
• Strong interpersonal, communication, verbal, and written skills
• Assertiveness to handle difficult conversations.
• Excellent negotiation, influencing and resourcefulness skills.
• Critical, analytical, and forward thinking with problem-solving skills, and strong attention to detail.
• Good communication skills
• Confidence to work in a hybrid environment

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