American Express Virtual Customer Care Professional – Remote

Mashreq Bank; South Africa; Remote; ZAR 200 000 - 300 000; Full time

Job summary

A leading global financial service company is seeking Virtual Customer Care Professionals to provide exceptional service from home. The role involves handling customer inquiries and delivering tailored solutions while meeting performance metrics. Candidates should have strong communication skills and a commitment to customer satisfaction, with both full-time and part-time opportunities available.

Benefits

Competitive base salary with performance-based incentives

Comprehensive health, dental, and vision insurance

Paid training and continuous learning opportunities

Retirement savings plans

Paid time off and wellness programs

Career growth and internal mobility opportunities

Work-from-home convenience with provided equipment

Qualifications

• Previous customer service or call center experience is preferred.
• Experience in financial services or credit card customers is an advantage.
• Fresh graduates with strong communication skills are welcome.

Responsibilities

• Handle inbound calls, chats, and emails from card members.
• Provide tailored solutions based on customer needs.
• Resolve account inquiries, billing issues, and transaction-related concerns.
• Maintain product knowledge and stay updated on policies.
• Deliver personalized experiences that reinforce loyalty.
• Meet and exceed performance metrics.

Skills

Excellent verbal and written communication skills in English

Strong active listening skills

Proficiency in using computers and CRM tools

Ability to multitask

High attention to detail

Commitment to delivering exceptional customer service

Job description

Job Summary

American Express is looking for dedicated and customer-focused individuals to join our team as Virtual Customer Care Professionals. In this role, you will be the first point of contact for our valued card members, providing world-class customer service and support. This fully remote position allows you to work from the comfort of your home while being part of a globally recognized and respected company. If you are passionate about problem-solving, building relationships, and creating memorable customer experiences, we would love to hear from you.

Key Responsibilities

• Handle inbound calls, chats, and emails from American Express card members.

• Provide tailored solutions to customers by understanding their needs and offering appropriate products and services.

• Resolve account inquiries, billing issues, and transaction-related concerns in a timely and professional manner.

• Maintain a high level of product knowledge and stay updated on company policies and procedures.

• Deliver personalized customer experiences that reinforce loyalty and satisfaction.

• Meet and exceed performance metrics, including call quality, response time, and customer satisfaction.

• Escalate complex issues to specialized departments when necessary.

Required Skills and Qualifications

• Excellent verbal and written communication skills in English.

• Strong active listening skills and the ability to empathize with customers.

• Proficiency in using computers, CRM tools, and web-based applications.

• Ability to multitask effectively in a fast-paced, remote environment.

• High attention to detail and problem-solving ability.

• Strong commitment to delivering exceptional customer service.

Experience

• Previous customer service or call center experience is preferred but not mandatory.

• Experience in handling financial services or credit card customers will be an added advantage.

• Fresh graduates with strong communication skills are welcome to apply.

Working Hours

• Flexible shifts available, including evenings, weekends, and holidays, to support global customers.

• Full-time and part-time opportunities are offered.

• Remote work with scheduling based on business requirements.

Knowledge, Skills, and Abilities

• Knowledge of customer service best practices.

• Ability to remain calm and professional under pressure.

• Quick adaptability to new technologies and processes.

• Strong organizational and time-management skills.

• Ability to work independently with minimal supervision while being a reliable team player.

Benefits

• Competitive base salary with performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Paid training and continuous learning opportunities.

• Retirement savings plans (401k or equivalent, depending on location).

• Paid time off, holidays, and wellness programs.

• Career growth and internal mobility opportunities within American Express.

• Work-from-home convenience with provided equipment.

Why Join American Express?

At American Express, we do not just offer jobs — we offer careers where your contributions matter. As a Virtual Customer Care Professional, you will play a key role in upholding our long-standing reputation for excellence in customer service. We invest in our employees through training, support, and development opportunities, ensuring you can grow with us. Join us to be part of a company that values integrity, innovation, and a culture of inclusion.

How to Apply

Interested candidates can apply directly through the American Express Careers Website by submitting an updated resume and completing the online application process. Shortlisted candidates will be contacted for assessments and virtual interviews.