Chat Representative I – Customer Service

About the role

As a Chat Representative I you will interact with merchants through the Ask Amex chat platform and email, providing timely answers, solving problems and ensuring a smooth experience for our partners. You will be the first line of support, handling written communication and documenting each interaction.

Key responsibilities

• Receive and respond to merchant inquiries promptly, following established protocols and policies.
• Resolve, document and follow up on requests using the designated tools.
• Maintain up‑to‑date knowledge of American Express products, services and merchant network.
• Develop quick, effective solutions when situations require initiative.
• Identify and report website errors or digital service anomalies.

Required profile

• Excellent written communication with flawless spelling and grammar.
• Strong service orientation, negotiation and organizational abilities.
• Ability to work with multiple windows and multitask efficiently.
• Empathetic, positive and enthusiastic attitude.

Required skills

• Ask Amex software
• Outlook
• MCC
• Clic
• GDM
• Genesis
• GSPFM
• WFIS
• APLN
• CST
• OMS

What we offer

• Comprehensive well‑being benefits covering physical, financial and mental health.
• Opportunities for skill development, leadership growth and career progression.
• Supportive culture built on 175 years of innovation and a strong risk mindset.