Customer Care Professional – US Digital Servicing

About the role

The Customer Care Professional will deliver exceptional service to American Express card members through real‑time digital chat channels. You will engage customers, resolve inquiries, and promote the value of membership while upholding the company’s legacy of service excellence.

Key responsibilities

• Provide prompt, accurate assistance via digital chat in a fast‑paced environment.
• Understand customer needs, offer personalized solutions, and reinforce product benefits.
• Handle multiple concurrent chat conversations while maintaining quality and compliance.
• Analyze account activity to make informed decisions that balance satisfaction and business requirements.
• Identify opportunities to educate customers on features, digital tools, and relevant offers.
• Ensure first‑contact resolution whenever possible and follow up on open cases.
• Meet performance targets for satisfaction, productivity, quality, sales, and regulatory compliance.

Required profile

• Strong written communication with empathy and active listening.
• Ability to multitask and manage several chat sessions simultaneously.
• Detail‑oriented, accountable, and able to make sound decisions quickly.
• Commitment to delivering a human, customer‑focused experience.

Required skills

• Experience using digital chat support platforms.