Job Summary:

American Express is seeking passionate, customer-focused individuals to join our team as Virtual Customer Care Representatives. In this remote role, you will be the first point of contact for our card members, providing world-class service that reflects our brand values of trust, integrity, and excellence. You will be responsible for solving problems, answering inquiries, and delivering tailored solutions that exceed customer expectations—all from the comfort of your home.

Key Responsibilities:

• Handle incoming calls, emails, or chat messages from American Express card members.

• Provide knowledgeable and empathetic customer support while resolving billing inquiries, account concerns, and other service requests.

• Maintain a deep understanding of American Express products, services, and policies.

• Offer relevant products and services to enhance customer experience and drive value.

• Maintain accurate and detailed records of customer interactions using internal systems.

• Meet and exceed established performance metrics including customer satisfaction, response time, and resolution rates.

• Work cross-functionally with other departments to escalate and resolve complex issues.

• Ensure compliance with company policies and regulatory standards.

Required Skills and Qualifications:

• High school diploma or equivalent (Bachelors degree preferred).

• Fluent in English with excellent verbal and written communication skills.

• Proficient in navigating multiple systems and multitasking in a fast-paced environment.

• Strong attention to detail and problem-solving abilities.

• Comfortable working independently and demonstrating initiative.

• High level of professionalism, patience, and empathy.

Experience:

• 1–2 years of customer service experience, preferably in a call center or virtual support environment.

• Experience handling high-volume calls or chats is a strong advantage.

• Prior experience with financial services or credit card companies is preferred but not required.

Working Hours:

• Full-time position.

• Flexibility required to work in shifts, including evenings, weekends, and holidays, depending on business needs.

• Must have a quiet, dedicated workspace and reliable high-speed internet connection.

Knowledge, Skills, and Abilities:

• Solid understanding of customer service principles and practices.

• Ability to de-escalate conflicts and turn challenging interactions into positive outcomes.

• Technologically savvy with the ability to adapt to new tools and platforms.

• Time management skills and the ability to meet deadlines consistently.

• Passion for helping people and creating memorable service experiences.

Benefits:

• Competitive salary with performance-based incentives.

• Health, dental, and vision insurance.

• 401(k) with company match.

• Paid time off, holidays, and parental leave.

• Professional development programs and learning opportunities.

• Employee wellness and mental health resources.

• Exclusive discounts on travel, entertainment, and more.

Why Join American Express:

At American Express, we are not just a card company—we are a global brand committed to backing our customers, our communities, and our colleagues. By joining our team, you will be part of a culture that champions inclusion, fosters personal and professional growth, and empowers you to be your best self. Your contributions will help shape meaningful customer relationships and make a lasting impact.

How to Apply:

Interested candidates are encouraged to apply directly through the American Express Careers Portal. Please submit your updated resume and complete the online assessment. Qualified applicants will be contacted for the next steps in our hiring process.