Job Summary

At American Express, we are not just shaping the future of customer service—we are redefining it. We are looking for passionate, solution-oriented individuals to join our Virtual Customer Care team. As a Virtual Customer Care Professional, you will be the voice of the brand, delivering best-in-class customer service and support—all from the comfort of your home. You will play a pivotal role in ensuring card members feel heard, valued, and understood.

Key Responsibilities

• Handle a wide range of customer inquiries related to account services, billing issues, benefits, and payment options.

• Deliver extraordinary service by empathizing with customers and creating meaningful connections.

• Resolve customer issues in a professional, timely, and empathetic manner while maintaining compliance with policies and procedures.

• Navigate multiple systems and tools simultaneously to provide accurate information and solutions.

• Work cross-functionally with other departments to resolve complex issues when needed.

• Demonstrate strong ownership and accountability in every interaction.

• Educate customers about new features, benefits, and self-service options to enhance their experience.

Required Skills and Qualifications

• High school diploma or equivalent required; a college degree is a plus.

• 2+ years of experience in customer service or call center environment, preferably remote.

• Exceptional verbal and written communication skills.

• Strong problem-solving skills and a customer-first mindset.

• Comfortable with technology and able to navigate multiple software platforms.

• Ability to remain calm under pressure and handle high volumes of inbound calls or chats.

• Reliable high-speed internet connection and a private, distraction-free home workspace.

Experience

• Prior experience in a customer-facing role is essential.

• Experience in financial services or working with payment products is an advantage.

• Familiarity with CRM systems such as Salesforce or similar tools is beneficial.

Working Hours

• Flexible scheduling available, including weekdays, evenings, weekends, and holidays.

• Shifts vary to meet business needs—typical full-time shifts range between 35-40 hours per week.

• Part-time opportunities may also be available with a minimum of 20 hours per week.

Knowledge, Skills, and Abilities

• Strong emotional intelligence and empathy.

• High attention to detail and strong organizational skills.

• Ability to multitask in a fast-paced, digital work environment.

• Self-motivated and capable of working independently with minimal supervision.

• Passion for delivering world-class service and building long-term customer relationships.

Benefits

• Competitive base pay with performance-based incentives.

• Work-from-home flexibility with all equipment provided.

• Comprehensive medical, dental, and vision insurance.

• 401(k) with company match.

• Paid time off, holidays, and volunteer days.

• Tuition assistance and career development programs.

• Exclusive employee discounts and access to wellness resources.

Why Join American Express?

At American Express, we are proud of our inclusive culture and dedication to employee well-being. We believe people thrive when they feel supported and inspired. Here, you will be empowered to grow both personally and professionally with the tools, leadership, and opportunities to succeed. As a part of our team, you will make a meaningful impact every day—for our customers and your own future.

How to Apply

Ready to join a global leader in customer service and innovation?
Click the link below to apply for the Virtual Customer Care Professional position at American Express portal.