Customer Care Professional null

You Lead the Way. We’ve Got Your Back.

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 recognised 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.

That’s why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite or in a hybrid model (combination of in-office and virtual work-from-home days).

Join Team Amex and let's lead the way together!

How will you make an impact in this role?

Our mission is to give our Card Members a level of service that goes above and beyond their expectations, every day. We aim to be advocates for our customers; designing creative solutions that meet their needs and have a meaningful impact on their lives.

Our Customer Care Professionals are essential to our business and brand reputation through the delivery of extraordinary service to our card holders. They play a vital role in ensuring that American Express continues to remain a premium brand through exceptional service and satisfied customers.

About the Role

Our Customer Care Professionals deliver world-class customer service, while responding to Customer inquiries and concerns via phone. They:

• Build meaningful relationships with our customers through a consultative approach
• Understanding card members current and future needs, providing first contact resolution and negotiating a positive outcome for both the customer and American Express
• Enhance our customers’ experience by identifying opportunities to offer products based on our Cardmembers’ needs
• Meet and exceed quality goals, compliance regulations and productivity targets
• Navigate computer systems and applications to service our customers, and enable them to get the most from our online and mobile platforms
• Document necessary information, such as payment details, customers change of details, change of address and travel notifications
• Re-prioritise and adapt to an ever-changing environment

Skills and Experience

Your goal is to drive loyalty and profitability, and conversation is key to achieving our high-performance targets in customer and shareholder metrics. As a Customer Care Professional, you will:

• Display a passion to serve by delivering outstanding service in every customer interaction
• Demonstrate personal excellence and assertiveness by remaining positive in difficult situations
• 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 and written skills
• Excellent negotiation, influencing and resourceful skills
• Analytical and forward thinking with problem-solving skills, and strong attention to detail

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 work arrangements and schedules with hybrid and virtual options with Amex Flex
• 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.