Introduction
Welcome to the world of American Express Philippines! As one of the leading global financial services companies, American Express has been providing top-notch customer service for over 160 years. The company’s decision to establish a call center in the Philippines has proven to be a wise move, as it has allowed them to provide exceptional service to their growing customer base.
As a customer-centric company, American Express Philippines takes pride in providing their clients with the best possible customer service experience. They have a team of highly skilled customer service representatives who are dedicated to helping their clients with their financial concerns.
In this article, we will explore American Express Philippines’ call center, their services, and how they have been providing excellent customer service to their clients.
American Express Philippines: A Brief Overview
American Express Philippines is a subsidiary of American Express International, Inc. The company operates in the Philippines under the name American Express Services Philippines, Inc. (ASPI). ASPI was established in 2010, and since then, the company has been providing exceptional financial services in the country.
ASPI is headquartered in Bonifacio Global City, Taguig, and has over 4,000 employees in the country. The company’s call center, which is the focus of this article, is located in the same area and is open 24/7 to provide assistance to their clients.
The Services Offered by American Express Philippines
As a financial services company, American Express Philippines offers a wide range of services to their clients. Some of these services include:
| Services Offered | Description |
|---|---|
| Credit Cards | American Express Philippines offers a range of credit cards that cater to the different needs of their clients. Their credit cards come with various benefits, including reward points, lounge access, and travel insurance. |
| Charge Cards | Charge cards are different from credit cards in that they require the full payment of the balance at the end of each billing period. American Express Philippines offers charge cards that come with various benefits, including rewards and cashback. |
| Loans | American Express Philippines offers personal loans to their clients. Their loans come with competitive interest rates and flexible payment terms. |
| Investments | The company also offers investment plans to their clients. Their investment plans aim to help their clients achieve their financial goals. |
American Express Philippines Call Center
The Role of the Call Center
The American Express Philippines call center plays a crucial role in providing excellent customer service to their clients. The call center is the primary point of contact for clients who need assistance with their financial concerns.
The call center is equipped with state-of-the-art technology and software that allows their customer service representatives to provide swift and efficient service. They use a customer relationship management (CRM) system that allows them to have a complete view of their clients’ accounts and transaction history.
The Customer Service Representatives
American Express Philippines’ customer service representatives are highly skilled and trained to provide exceptional service to their clients. They undergo a rigorous training program that focuses on customer service, communication skills, and product knowledge.
The customer service representatives are available 24/7 to assist their clients with any financial concerns they may have. They are trained to handle different types of inquiries, including general customer service, billing concerns, and fraud disputes.
The Importance of Customer Feedback
American Express Philippines values their clients’ feedback and continuously strives to improve their services. The call center has a dedicated team that handles customer feedback and concerns. They use the feedback to identify areas for improvement and to provide better service to their clients.
The Call Center’s Achievements and Awards
Due to their dedication to providing exceptional customer service, American Express Philippines’ call center has received numerous awards and recognitions. Some of these awards include:
- Best Contact Center and Customer Service Provider – International ICT Awards Philippines (2019)
- Best Contact Center – Asia Pacific Customer Service Consortium (2019)
- Outstanding Customer Service Delivery – Contact Center Association of the Philippines (2018)
FAQs
What services does American Express Philippines offer?
American Express Philippines offers credit cards, charge cards, loans, and investment plans to their clients.
Where is American Express Philippines located?
American Express Philippines is headquartered in Bonifacio Global City, Taguig.
What are the benefits of having an American Express credit card?
American Express credit cards come with various benefits, including reward points, lounge access, and travel insurance.
Does American Express Philippines offer personal loans?
Yes, American Express Philippines offers personal loans with competitive interest rates and flexible payment terms.
What is the difference between a credit card and a charge card?
A credit card allows the user to pay for purchases over an extended period, while a charge card requires the full payment of the balance at the end of each billing period.
What is American Express Philippines’ CRM system?
American Express Philippines’ CRM system allows their customer service representatives to have a complete view of their clients’ accounts and transaction history.
What is the training program for American Express Philippines’ customer service representatives?
American Express Philippines’ customer service representatives undergo a rigorous training program that focuses on customer service, communication skills, and product knowledge.
What types of inquiries can the customer service representatives handle?
The customer service representatives can handle different types of inquiries, including general customer service, billing concerns, and fraud disputes.
What is the importance of customer feedback for American Express Philippines?
American Express Philippines values their clients’ feedback and uses it to identify areas for improvement and provide better service.
What awards has American Express Philippines’ call center received?
American Express Philippines’ call center has received numerous awards and recognitions, including Best Contact Center and Customer Service Provider – International ICT Awards Philippines (2019).
What is the turnaround time for complaints made to American Express Philippines?
American Express Philippines aims to resolve complaints within seven days from receipt.
What do I do if I lose my American Express card?
Report the lost or stolen card immediately by calling American Express Philippines’ customer service hotline.
What should I do if I suspect fraud on my American Express card?
Contact American Express Philippines’ customer service hotline immediately to report the suspected fraud.
Can I use my American Express card abroad?
Yes, American Express cards are accepted in over 160 countries worldwide.
Conclusion
Overall, American Express Philippines’ call center plays a crucial role in providing exceptional customer service to their growing client base. With their highly skilled and dedicated customer service representatives, state-of-the-art technology, and commitment to continuous improvement, American Express Philippines has established itself as a leading financial services company in the country.
If you have any financial concerns, don’t hesitate to contact American Express Philippines’ call center. Their customer service representatives are available 24/7 to assist you.
Closing Statement With Disclaimer
The information contained in this article is for general information purposes only. The views and opinions expressed in this article are those of the author and do not necessarily reflect the official policy or position of American Express Philippines. American Express Philippines does not guarantee the completeness, accuracy, reliability, suitability, or availability of the information provided in this article. Any reliance you place on such information is therefore strictly at your own risk.