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American Express Employee Reviews for Customer Care Specialist

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Customer Care Specialist429 reviews
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4.0Work-Life Balance
4.0Pay & Benefits
3.6Job Security & Advancement
3.7Management
4.0Culture

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Found 429 reviews matching the searchSee all 9,110 reviews

Best place to work

Indeed Featured review

The most useful review selected by Indeed
Company's great overall. Great benefits and compensation package although incentives were not as before the pandemic hit. Great people and awesome working environment. 2 thumbs up!
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No work life balance

They do not care about with life balance or the employees. Don’t believe the hype about best places to work. Can hardly use the bathroom for 2-5 min outside of your reg sched or it’s call avoidance
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I was misled from the beginning and it was the worst work experience of my life.

What is the best part of working at the company?There was a lot of employee engagement. What is the most stressful part about working at the company?Like with any call center, metrics are all that count.
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Absolute worse job for my mental health.

What is the best part of working at the company?Nothing except for the pay. Benefits suckWhat is the most stressful part about working at the company?Metrics which are impossible to achieve. What is the work environment and culture like at the company?It’s a workplace. No culture. Work environment is stressful with micro managing managers. What is a typical day like for you at the company?Trying to not cry at the start of my day.
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Good compensation but stressfull management

You will have an above average compensation, the account is easy but the management is toxic, they only care about the business but they don't care about their people. Enjoyable part of it is the perks and benefits
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very stressful job

The management and leaders are not very supportive, the job is very stressful, metrics are unrealistic, less to no growth opportunities. Pay is okay, bonus structure is not very good. Systems are not very responsive, and the office is great, but you will not get any networking opportunities. you have back-to-back calls and u dont have time to breathe in between calls

Pros

$15 food credit

Cons

back to back calls
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Great compensation and environment

Working environment is great if you’re assigned to LOBs which are servicing UK-based marketOffers medicine spending account Offers flexible spending account for vacation and fitness expenses
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Pros&Cons

P: Top notch benefits. Competitive pay and increase. C: Heavy workload, too many KPIs, pro-management. Most engagement activities and programs are for leaders, very few for their rank and file colleagues
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Productive and Fun Workplace

"Working at American Express is a delightful experience thanks to the dynamic work environment, innovative projects that challenge and inspire, a supportive team that feels like family, and endless opportunities for personal and professional growth. Each day brings new challenges and learning opportunities, making it a truly fun and fulfilling place to work."
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Rewarding job

I took inbound calls and upsell credit card products. Job was great because of high rewards for upselling products from American Express. You’ll enjoy the job if you can work under pressure
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Honest review Nontransparent / not flexible / atrocious sop.

Will be a run on Working front line and back office is like working at two different companies in the front line we receive no skill enhancement pay and are given the training to handle multiple departments while some tenured frontline only have to deal with one the last week of my OJT they told us in addition to bank accounts we will service business and personal credit cards (90% of my calls). To adhere to the schedule they do not adjust breaks or anything on schedule so if you are stuck on a call and go to break late and then take a break it hits you for your break time and whatever time you were late to break and the same goes for any calls that keep you past your ending time. For example, your lunch is 30 mins if you get a call and go to lunch 15 mins late you will be out of adherence 45 mins if you try to shorten your lunch or break you will also get penalized since your breaks are mandated if you get a call at the end of your shift and it keeps you over you get overtime but you will be hit with that time against your adherence. Also you are not allowed to call out on a day before a scheduled day off or the day after meaning you or loved ones better not get sick during your time off cause if you call out you only get 2 emergency days a year regardless of sick time and pto.

Pros

Remote, Pto, Bonus

Cons

Uses AI to analyze every call, 3p auditor can fire you, SOP is horrible/ mandatory shift bids every 6-12 months
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Great training and benefits

Day one benefits.Positive culture Really enjoyed my time with the company.Cons- if you do not like being on the phone and talking with clients this is not the job for you. It is 8 hours straight of phone time minus your lunch and breaks.
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Great place to work

Competitive Salary packageMonthly performance bonuses and yearly appraisalsFlexible/Hybrid Retirement benefitsHMO w/ dependentsPromotes career growth
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Best place ever

Best place ever would never ever leave this place the management training benefits pto groups network help food cafeteria we have a Starbucks in the building paid to do it with extra incentives such as gift cards no cap on Commison
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Amex was a great company to work for. The just need to get all the supervisors working from the same book.

What is the best part of working at the company?The time off you got. From day 1 you get close to 5 weeks off a yr. The other benefits were great and you had Flex Time also.What is the most stressful part about working at the company?Doing something one day that was told to you was right and the very next day being told no it was not.What is the work environment and culture like at the company?Wonderful I worked from home but they really tried to keep you as a group.
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Great place to work

Great people and company cultureGreat pay and a lot of subsidies Supportive manager and leadA lot of fun engagement activities But lack of career opportunities
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Had Potential

Management was horrible!! The money was great. I did hate the frequent they would raise sells goals. Having to constantly push a card product to every member became exhausting.
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Benefits and workplace

Great benefits and salary package. The management are great and very considerate. You certainly had to reach the target during training or else you will be let go.
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Open door policy their a** lah!

High pay comes with high expectations and biased management. If you're not performing, the team leader would tell you not to kacau their periuk nasi! Stupid system! AMEX system isn't employee-friendly at all. If you have exceeded your short break due to assisting customer on the phone and you decided to go for short break after the call, it def would affect your metrics.

Pros

Free food 2x a week
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Metrics Driven, Unrealistic Expectations

The role of a customer care professional at American Express for the Platinum Dispute's team can be quite challenging and stressful. The role is highly metrics driven, which can be overwhelming, especially when management tends to micromanage and harass employees about their numbers. Additionally, procedures are constantly changing, which can be hard to keep up with. The use of metrics to evaluate performance can create a competitive environment where employees are pitted against each other, and this can lead to a lack of cohesive contribution amongst employees.It is also clear that the job can be demanding when dealing with platinum card members who have high expectations and require a lot of attention. The role is extremely metrics and number driven, and there is an expectation that employees will be on the phone throughout their entire shift. Furthermore, it is looked down upon if employees take breaks to attend to basic human needs like going to the bathroom. The laptops provided by American Express are not always reliable, and this can cause system issues, which employees are held responsible for, even though it is not their fault.Overall, the role of a customer care professional at American Express for the Platinum Dispute's team is not for everyone, and it is essential to consider all the challenges beforehand. The role can be stressful, and it is essential to have a good manager who does not micromanage employees and allows them to work without unnecessary pressure.
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Not worth your mental health

The workplace is very toxic with constant drama that never seems to end ever since training. The manager seems lacks any support and knowledge. It might be a night position but if you work with the US market than the volume will be the same as working day time but your body is still at night.
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Overall rating

Based on 9,110 reviews

Ratings by category

4.0 out of 5 stars for Work/Life Balance
4.0 out of 5 stars for Compensation/Benefits
3.6 out of 5 stars for Job Security/Advancement
3.7 out of 5 stars for Management
4.0 out of 5 stars for Culture

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