American Express Employee Reviews for Customer Care Professional

"Can the smoke be removed to see the light of what the compnay is really about"

What do you like about working at American Express?

"Flexible schedule when available, If you have the right leader, work day and career could be favorable. On site clinic and day care. A Great Name Brand. The spirit or letter of the Company is Good."

Do you have any tips for others interviewing with this company?

"Yes show up and be honest and explain why your skills will be an asset to the company."

What don't you like about working at American Express?

"Multiple inconsistencies with management, and their strategies for truly hearing from the customer. CCP's have limited if no control of the voice of the customer, yet they are penalized for AMEX the companies policies and procedures that are not line line for what is right for the Card-member. AMEX leadership Team in Plantation is always on the hunt to find fault in employees, and they misuse the layout of the company for there own self promotion. Despite all the Millions AMEX makes, and spends on advertising, there are too many issues that discredit the customer. A company this big with this amount of revenue should not be having online failures, payment posting issues, declined card-member POS transactions, and a myriad of other problems that should be seem-less and transparent. Yet the issues CCP's have to fix are more than often beyond the scope of what they have authority or power to fix. Yet we are told that we are empowered. You can fix and do a million things, yet if you make a small mistake and forget to get a cell phone number or email address during a call, you are penalized. You are encouraged to have an emotional connection and hear the Card-member but you are told your Average Handle Time is too High! Yet if you do all you can do, to assist the card-member Most Team Leaders are unwilling to step in and assist, when it is out of your hand. The leg work is given to a CCP who is the lowest on the level to deal with and figure out major system, marketing, and procedural issues. There are is serious break down between departments and no wants to pick up the slack of the mantle of servicing the card-member. Everyone likes to pass the buck, and you are left sitting there with a Card-member in serious need with no were to go! That is not customer service but smoke screen for dropping the ball!"

What suggestions do you have for management?

"Yes, remove the limits that hinder professionals from doing there jobs. Listen to what the customers are telling you. IN your TBASS reviews, that you say is the voice of the company, separate the AMEX policies from the CCP so that you can get a true scope of what your customers are saying. Become a true customer advocate by listening to your employees and the customer. Despite all you offer to the Card-Member, your policies present the the 5 star meal you offer on a Garbage lid on a dumpster. Remember who carries the card and makes you the profits, remember who services the brand and keeps those who carry the card who makes you the profit happy, when your systems are not easy....When your policies are clouded....when your procedures have catches and loop holes in them"

What do you like about working at American Express?

"Great environment, and learned a lot."

What don't you like about working at American Express?

"Conflicted with school hours."

"Great place to work."