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Customer Care Professional – Digital Servicing
American Express. Deliver customer service through digital chat channels in a fast-paced customer care environment .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer service capabilities through effective digital communication, problem-solving, and multitasking in a fast-paced environment. Proficient in analyzing customer needs and providing tailored solutions while maintaining compliance with company policies and regulatory standards.
Highest-signal resume keywords
Customer Service ExperienceChat Support ExperienceStrong Written Communication SkillsAnalytical And Critical-Thinking SkillsMultitasking Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Basic TroubleshootingProblem-Solving SkillsCustomer Relationship ManagementDigital Engagement SkillsPerformance Metrics Management
Soft Skills
EmpathyActive ListeningPositive AttitudeAdaptabilitySelf-Motivation
Tools & Technologies
Digital Chat ChannelsMultiple Systems NavigationWeb Applications
Industry Keywords
Customer SatisfactionRegulatory ComplianceData Protection StandardsAmerican Express ProductsPerformance Goals
About the role
Key responsibilities & impact- Deliver customer service through digital chat channels in a fast-paced customer care environment
- Engage customers through real-time messaging to understand needs and provide personalized solutions
- Reinforce the value of Card Membership and relevant American Express products and services
- Handle customer inquiries, requests, and concerns accurately and efficiently
- Analyze customer information, account activity, and transaction details to make sound decisions and resolve servicing issues
- Build customer relationships through empathy, active listening, and professional written communication
- Educate customers on product features, benefits, digital tools, relevant offers, and self-service options
- Resolve customer issues with ownership and accountability, pursuing timely follow-up and first-contact resolution
- Manage multiple concurrent chat conversations while maintaining quality, accuracy, productivity, and compliance standards
- Understand customer needs, address concerns, overcome objections, and deliver tailored digital solutions
- Meet performance goals related to customer satisfaction, productivity, quality, sales, schedule adherence, and regulatory compliance
- Maintain compliance with company policies, regulatory requirements, and customer data protection standards
- Collaborate with cross-functional teams on complex customer concerns and timely resolution
Requirements
What you’ll need- 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 for professional, clear, and empathetic digital-channel customer engagement
- Quick navigation ability and web savvy
- Comfortable working across multiple systems, applications, and knowledge resources simultaneously
- Basic troubleshooting and problem-solving skills
- Proven multitasking skills managing multiple chat conversations and toggling between screens, tools, and applications
- Positive, professional, and customer-focused attitude
- Ability to work in a fast-paced environment and adapt to changing priorities and business needs
- Strong analytical and critical-thinking skills with attention to detail and accuracy
- Self-motivated and adaptable in a performance-driven environment
- Ability to meet customer satisfaction, quality, productivity, and compliance expectations
- Sound judgment and decision-making skills
- Willingness to learn, embrace feedback, and continuously develop servicing, communication, and digital engagement skills
- At least 25 Mbps internet connection plan/speed for work from home
- Private and quiet area to work at home
- Employment eligibility to work with American Express in the Philippines; visa sponsorship is not provided
Benefits
Comp & perks- 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 the Healthy Minds program
- Career development and training opportunities
- Target-driven incentives
- Walk-in applications processed on the same day