Customer Care Professional - UK Digital Servicing

American Express International Inc.; Taguig; Hybrid; PHP 360,000 - 480,000; Full time

Benefits offered by this job

Hybrid work model

Flexible working arrangements

Medical benefits

Career development opportunities

Meal programs / onsite meals

Work from Anywhere program (travel/rel

Parental leave and wellness programs

Job summary

American Express International Inc. is seeking a Customer Care Professional to join UK Digital Servicing. The role centers on delivering outstanding digital chat support, understanding customer needs, and offering tailored solutions.

You will engage with customers in real-time, maintain professional communication, and drive satisfaction while adhering to compliance standards. The position is full-time with a hybrid work setup (onsite and work from home) in the Philippines, supporting UK

Qualifications

• Graduates or undergraduates with at least 1 year of customer service experience.
• Recent chat support experience of 6 months is highly preferred.
• Strong written communication skills for digital engagement.
• Able to multitask across systems and applications.
• Basic troubleshooting and problem-solving to guide resolutions.
• Demonstrates a professional, customer-focused attitude.
• Ability to work in a fast-paced, performance-driven environment.
• Willingness to learn and adapt to feedback.

Responsibilities

• Deliver exceptional customer service through digital chat in a fast-paced environment.
• Engage with customers in real-time messaging and provide personalized solutions.
• Handle inquiries and concerns accurately while maintaining a seamless experience.
• Educate customers on product features, digital tools, and offers.
• Resolve issues with ownership, timely follow-up, and first-contact resolution when possible.
• Maintain compliance with policies and regulatory requirements.
• Collaborate with cross-functional teams to address complex concerns.

Skills

Customer service

Chat support

Written communication

Multitasking

Web navigation

Troubleshooting

Analytical thinking

Adaptability

Professionalism

Ownership

Job description

Customer Care Professional - UK Digital 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 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.

Minimum Qualifications:

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.

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

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

At American Express, our culture is built on a 175-year history of innovation,shared valuesand 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.

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

Support for financial-well-being and retirement

Comprehensive medical, dental, vision, life insurance, and disability benefits

100% company-paid medical coverage, including up to three eligible dependents

Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need

Work From Anywhere program allows you to work from a different location for up to four weeks each year

Generous paid parental leave policies

Free access to global on-site wellness centers staffed with nurses and doctors

Free and confidential counseling support through our Healthy Minds program

Career development and training opportunities

Complimentary daily meals and snacks onsite

Fixed Monthly Internet Allowance

Medical out-patient reimbursable benefits

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.

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. As part of Team Amex, you’ll experience this 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.

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