Job Description

9th in Great Place to Work’s Best Workplaces™ in the Philippines 2026
10th in Fortune Magazine’s 2026 World’s Most Admired Companies
4th in Great Place to Work's Best Company To Work For 2025
Top GBS Employers for the Philippines (2025) by the Everest Group

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.

• Consistently deliver extraordinary customer service through digital chat channels in a fast-paced, structured customer care environment.

• Engage with Customers through real-time messaging to understand their needs and provide personalized solutions while reinforcing the value of Card Membership and relevant American Express products and services.

• Handle customer inquiries, requests, and concerns accurately and efficiently across chat interactions while maintaining a seamless customer experience.

• Analyze customer information and account activity to make sound decisions that balance customer satisfaction with business requirements.

• Build meaningful customer relationships through empathy, active listening, and professional written communication that creates a positive and human connection.

• Identify opportunities to educate Customers on product features, benefits, digital tools, and relevant offers that enhance engagement and loyalty.

• Resolve customer issues with ownership and accountability, ensuring timely follow-up and first-contact resolution whenever possible.

• Demonstrate strong multitasking skills by managing multiple chat conversations simultaneously while maintaining quality, accuracy, and compliance standards.

• Develop and apply key consulting skills, including understanding customer needs, addressing concerns, overcoming objections, and delivering tailored solutions through digital channels.

• Meet and exceed performance goals related to customer satisfaction, productivity, quality, sales, schedule adherence, and regulatory compliance while following established procedures and American Express policies.

• Provided real-time customer support through digital chat channels, resolving inquiries with accuracy, professionalism, and empathy.

• Managed multiple concurrent chat conversations while maintaining service quality and productivity standards.

• Analyzed customer accounts and transaction details to identify solutions and resolve servicing issues.

• Delivered personalized recommendations and educated customers on relevant products, benefits, and digital self-service options.

• Maintained compliance with company policies, regulatory requirements, and customer data protection standards.

• Consistently achieved customer satisfaction, quality, and operational performance targets.

• Collaborated with cross-functional teams to address complex customer concerns and ensure timely resolution.
  

• Graduates or undergraduates with a minimum of 1 year of customer service experience; recent chat support experience of at least 6 months is highly preferred.
• Strong written communication skills with the ability to engage customers professionally, clearly, and empathetically through digital channels.
• Quick navigation ability, web-savvy, and comfortable working across multiple systems, applications, and knowledge resources simultaneously.
• Basic troubleshooting and problem-solving skills with the ability to guide customers through resolutions effectively.
• Proven multitasking skills, including the ability to manage multiple chat conversations and seamlessly toggle between screens, tools, and applications.
• Demonstrates personal excellence by maintaining a positive, professional, and customer-focused attitude, even in challenging situations.
• Passionate about delivering extraordinary customer experiences and building meaningful customer relationships in every interaction.
• Ability to work effectively in a fast-paced environment while adapting to changing priorities and business needs.
• Strong analytical and critical-thinking skills with exceptional attention to detail and accuracy.
• Applicants should be self-motivated, adaptable, and comfortable working in a performance-driven environment with customer satisfaction, quality, productivity, and compliance expectations.
• Ability to exercise sound judgment, make informed decisions, and take ownership of customer concerns through to resolution.
• Willingness to learn, embrace feedback, and continuously develop servicing, communication, and digital engagement skills.

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).

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.