Customer Care Professional – US Small Business Servicing (Disputes Gate Team)

American Express; Philippines; Hybrid; PHP 360,000 - 600,000; Full time

Benefits offered by this job

Hybrid work model

Bonus incentives

Medical, dental, vision, lifeinsurance

Job summary

American Express is seeking a disputes customer service specialist in the Philippines to support the SBS Dispute Gate (DGT) team. The role operates in a 24/7 environment with shifts and weekend work, delivering world‑class customer experience while addressing card member disputes.

You will handle inquiries, resolve queries, and contribute to high satisfaction metrics, while adhering to quality and compliance guidelines in a hybrid onsite/remote setup.

Qualifications

• Minimum 1 ½ years of inbound BPO experience with VOCM/CSAT/NPS/RTF/OSAT.
• Strong verbal and written communication skills for free flowing conversations.
• Ability to take quick decisions and respond to customer inquiries.

Responsibilities

• Take quick decisions and respond to customer inquiries.
• Deliver exceptional customer care by addressing disputes questions.
• Provide superior customer experience on calls to American Express card members.
• Resolve all customer queries and follow established procedures.
• Offer alternatives and effectively handle service no scenarios.
• Meet customer, employee, and shareholder metrics per goals.
• Highlight issues and propose workflow/service level improvements.
• Meet needs and ensure quality service at all times.
• Adhere to quality and compliance guidelines; quick decision making.
• Document account information and offer custom solutions.
• Deliver extraordinary results measured by customer satisfaction and quality.

Skills

Inbound BPO experience

Excellent communication

Decision making under pressure

Customer inquiries handling

Education

Bachelor's degree or higher

HS diploma with BFSI experience

Job description

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

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

American Express is on a journey to provide the world’s best customer experience every day. The SBS Dispute Gate (DGT) team, within Global Services Group (GSG), will allow American Express to centralize the disputes process in a way that benefits our customers and enables us to more effectively leverage our quality of service.

This position operates in a 24/7 environment, including working in shifts and on weekends. On‑Going flexibility is required. To Solve for Amex Card Member's queries efficiently and provide the world’s best customer experience every day

Responsibilities

• Ability to Take Quick Decisions and Respond to Customer Inquiries
• Deliver extraordinary customer care by responding to questions concerning disputes
• Provide Superior Customer Experience on Calls to American Express Card Members
• Resolve all Customer Queries and Follow Established Procedures as Appropriate
• Provide alternatives and effectively handle service no scenarios
• Deliver to the Customer, Employees and Shareholder Metrics as per Goals
• Highlight Issues through Feedback and Recommend Changes in Workflows, Procedures, Service Levels, Based on Customer Demands
• To Meet Their Needs and Ensure Quality Service is given at all times
• Adherence to Quality and Compliance Guidelines. Ability to Take Quick Decisions and Respond to Customer Inquiries
• Document necessary account information and offer custom solutions that benefit the customer
• Deliver extraordinary results measured by customer satisfaction, effectiveness, efficiency and quality

Qualifications

Minimum Qualifications

• At least college level – Bachelor’s Degree Graduate/Undergraduate, Associate Degree Graduate/Undergraduate, Vocational Course Graduate/Undergraduate; Not OK with SHS Graduate
• Okay with old curriculum HS graduate as long as with solid BFSI experience
• At least 1 ½ years of inbound BPO experience with VOCM/CSAT/NPS/RTF/OSAT in most recent experience is REQUIRED.
• Good communication skills candidates should have the ability to handle free flowing conversation – A natural conversationalist

Preferred Qualifications

• BFSI is preferred but not required.
• Dispute/fraud experience is preferred but not required.
• Open to candidates with current support/TL roles , no phone time required.

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.

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.

About The Team

We back you with benefits that support your holistic well-being so you can 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:

• 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.