Chat - Customer Service Agent (Hybrid - Intermediate Advanced English Proficiency B2-C2)new

As a Customer Care Professional – Chat, you will play a key role in delivering exceptional customer experiences through our digital servicing channel. You will be responsible for understanding customer needs, providing timely and accurate solutions, and building trust through clear, empathetic, and professional written communication.

In this fast-paced digital environment, you will leverage your problem-solving skills, product knowledge, and digital tools to resolve inquiries efficiently, promote self-service capabilities, and create positive customer experiences.

Key Responsibilities

• Deliver exceptional customer experiences through every chat interaction, ensuring clear, personalized, and professional communication.
• Resolve customer inquiries efficiently by leveraging product knowledge, available resources, and digital servicing tools.
• Build customer trust and loyalty by demonstrating empathy, ownership, and a strong commitment to resolution.
• Manage multiple digital tasks effectively while maintaining accuracy, responsiveness, and service quality.
• Identify customer needs and pain points, providing relevant solutions and sharing opportunities to improve the customer experience.
• Consistently meet or exceed key performance indicators, including Quality, Chat Handling Time (CHT), and Recommend To a Friend (RTF).
• Follow established procedures, maintain accurate interaction documentation, and ensure compliance with applicable policies.
• Educate customers on digital capabilities and promote the adoption of self-service solutions.
• Actively participate in coaching, feedback, and development opportunities to continuously improve performance.
• Collaborate with peers, share best practices, and contribute to a positive, high-performing team environment.
• Identify and escalate recurring customer issues, operational trends, or process gaps that may impact service delivery.
• Adapt quickly to evolving digital tools, procedures, policies, and customer expectations.
• Minimize repeat contacts by taking ownership of customer inquiries and striving for complete resolution during the initial interaction.
• Protect customer information by consistently adhering to data privacy, security, and integrity standards.

Minimum Qualifications

• Flexibility to work 6-hour shifts, 5 days per week, within operating hours of 8:00 a.m. to 10:00 p.m., including rotating schedules, weekends, and holidays.
• Bachelor's degree completed or ongoing university studies, with at least 50% of the degree program completed.
• Minimum of 1 year of customer service experience in phone, chat, or face-to-face environments.
• Strong written communication skills, with the ability to deliver clear, concise, grammatically accurate, and customer-focused messages.
• Ability to manage challenging customer interactions with empathy, professionalism, and a solution-oriented approach.
• Basic proficiency with digital tools, customer relationship management (CRM) systems, and navigating multiple applications simultaneously.
• Typing speed of at least 40 words per minute (WPM), with a strong focus on accuracy.
• Strong reading comprehension, grammar, and written communication skills.
• Ability to follow established procedures, maintain attention to detail, and consistently meet performance expectations.
• Strong organizational and time-management skills, with the ability to prioritize tasks in a fast-paced digital environment.

Preferred Qualifications

• Previous experience in contact center environments, particularly within financial services, retail, travel, or business process outsourcing (BPO).
• Bilingual proficiency in English and Spanish, including strong written and verbal communication skills.
• Experience working in performance-driven environments with metrics such as Quality, Chat Handling Time (CHT), Recommend to a Friend (RTF), First Contact Resolution (FCR), and Average Contact Resolution (ACR).
• Experience guiding customers through digital platforms, self-service tools, or online servicing capabilities.
• Demonstrated ability to identify customer pain points, recommend solutions, and contribute to continuous improvement initiatives.
• Strong analytical thinking, problem-solving, and de-escalation skills when managing complex customer scenarios.
• Experience supporting peers through coaching, mentoring, knowledge sharing, or training activities.
• Ability to adapt to changing priorities, technologies, and customer expectations in a dynamic digital servicing environment.

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

As part of Team Amex, you’ll experience our powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.