Dispute Care Specialist - 24/7 Global Support

American Express; Philippines; Hybrid; PHP 360.000 - 600.000; Vollzeit

Benefits dieser Stelle

Hybrid work model

Bonus incentives

Medical, dental, vision, lifeinsurance

Zusammenfassung

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.

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

Inbound BPO experience

Excellent communication

Decision making under pressure

Customer inquiries handling

Ausbildung

Bachelor's degree or higher

HS diploma with BFSI experience

Jobbeschreibung

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.