Customer Service Associate

About the role

Join the Customer Engagement Network at American Express, a dedicated team that delivers outstanding service to Card Members worldwide. As a Customer Service Associate you will handle chat and phone interactions, providing personalized solutions while reinforcing the value of membership.

Key responsibilities

• Deliver extraordinary service via chat and phone in a fast‑paced environment.
• Manage 2‑3 chat conversations simultaneously while maintaining quality.
• Consult with Card Members to understand needs and tailor unique solutions.
• Develop consulting skills, build human connections, handle objections, and provide end‑to‑end resolutions.
• Meet and exceed performance goals for satisfaction, consultative sales, handling time, schedule adherence, and compliance.
• Maintain high integrity when handling customer information and compliance requirements.

Required profile

• Computer literate with the ability to navigate multiple systems quickly and accurately.
• Strong written and verbal communication with active listening skills.
• Problem‑solver who can evaluate issues and resolve them on first contact.
• Analytical ability to uncover root causes and propose tailored solutions.
• Resilient and able to manage a steady stream of interactions while meeting metrics.
• Graduates with at least 1 year of customer service experience; prior chat experience preferred.

Required skills

What we offer

• Comprehensive well‑being support and opportunities for skill development.
• Career growth pathways within a globally recognized brand.