Customer Service Associate
American Express · Posted Nov 4
Banking, credit card, payment network, and travel services
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About the role
The Customer Engagement Network is a dedicated team of Customer Care Professionals, leaders and support groups working together to deliver outstanding service every day to Card Members around the world. The team treats every servicing interaction as an opportunity to put the customer first, add meaningful value, and deepen relationships. This role delivers extraordinary service through chat or phone in a fast-paced, structured customer care environment, consulting with Card Members to tailor personal solutions and reinforce the benefits of card membership.
What you will do
- Consistently deliver extraordinary service (through chat or phone, as required,) whilst in a fast-paced, structured, customer care environment.
- Able to address 2-3 Chat conversations simultaneously.
- Consult with Card Members to understand their needs and tailor unique and personal solutions for them, while also reinforcing the benefits of card membership that deepen customer engagement.
- Develop key consulting skills, including building a human connection with customers through care and empathy, handling objections, and providing solutions.
- Meet and exceed performance goals that include customer satisfaction, consultative sales, handling time, schedule adherence, and compliance regulations.
- Maintain a high level of integrity to work with customer information and meet compliance requirements.
Skills used in this role
What the employer is looking for
- Graduates with minimum of 1 year customer service experience, previous Chat experience strongly preferred.
- Computer literate, able to navigate through multiple computer systems and applications, simultaneously, with speed and accuracy.
- Strong written and verbal communication skills to be able to converse clearly and naturally, while demonstrating active listening skills to adapt conversation to suit the situation and the Card Member’s communication style.
- Resilience is needed to efficiently manage a steady stream of customer interactions, while balancing performance to meet a variety of metrics.
- Ability to multitask and answer multiple Card Member queries simultaneously, while toggling between screens/tools, without becoming overwhelmed
Preferred qualifications
- A problem-solver to efficiently evaluate Card Member issues and offer the best inventive solutions with a view to resolving on the first contact.
- Proven analytical skills to analyze customer accounts, uncover the root cause of customer issues and provide tailored solutions to customer satisfaction
Benefits and support
- 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
About American Express
American Express Company is a globally recognized multinational financial services corporation specializing in payment cards, travel-related services, and network banking. Founded in 1850, the company provides charge and credit cards, expense management products, and merchant services to consumers, small businesses, and large corporations worldwide. It operates a proprietary payments network known for its premium customer engagement and lifestyle rewards programs.
- Industry
- Banking
- Company size
- 76800 employees
- Founded
- 1850-03-18
- Location
- New York City, New York, USA
- Funding stage
- Public Company
Leadership
Chairman and Chief Executive Officer
Chief Financial Officer
Chief Information Officer and Executive Vice President
Chief Colleague Experience Officer
Chief Marketing Officer
Recent coverage
Investing.com
AmEx lifts 2026 profit forecast, plans to cut 5% of workforce2026-10-23
Associated Press
American Express profits rise; company plans to cut workforce by 5%, or about 3,500 employees2026-10-24
MarketScreener
American Express raises 2026 profit forecast as affluent customers keep spending2026-10-23
GuruFocus
American Express Co (AXP) Q3 2026 Earnings Call Highlights: Record $20.1 Billion Revenue2026-10-24