Customer Care Professional - ANZ Servicing

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.

Responsibilities

• 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

• Address customer inquiries and issues in a timely and accurate fashion.

• Analyze customer information and make sound decisions while maintaining high customer satisfaction.

• Indulge in recognizing our customers as individuals through unexpected relevant recommendations of product offers and benefits that deepen customer engagement.

• Analyze customer accounts and make sound business decisions while maintaining high customer satisfaction.

• Develop key consulting skills, including building a human connection with customers, through care and empathy, understanding customer needs, handling objections and providing solutions.

• Meet and exceed performance goals that include customer satisfaction, membership value, first call resolution, call handling time, schedule adherence and compliance regulations while adhering to established procedures and standards as updated by the business from time to time, as well as adhering to all applicable American Express policies.

Qualifications

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)

• At least 1 year of collective CSAT/VOC/NPS experience (with at least 6 months recent relative experience)

• Banking and financial experience should be within the last 6 months

• Recent unemployment should not be more than 6 months to 1 year and recent work experience should be within the BPO industry
  

Preferred Qualifications

• Strong Customer Service experience highly preferred

• 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

• 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

• Confidence to work in a hybrid environment
  

Additional Details

• 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).

Employment eligibility to work with American Express in the Philippines is required as the company will not pursue visa sponsorship for these positions.

About Us

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.