American Express reviews

The job is sales not customer service. If you don’t sell, you’re not successful.

No FAMs, no travel or growth opportunities. Premium travel and call center can not be combined! Period. They will force you to take calls and no one cares you work on big sale/client at the moment and in the end ask you to achieve aggressive sales targets. You feel watched all the time (because you actually are) and not only by manager/team leader but I had feeling that colleagues are in a competition of rating you out by any reason and any chance they get. Things take extremely long: if they say something is coming in quarter 1, expect it in quarter 4. They laid off people and took on new market of calls at the same time which resulted in long waiting times and not happy clients. In general Amex is not the same as it used to be years ago and clients slowly recognize that as well! Every 2 weeks you have a one on one coaching with your leader which lasts 1 hour. In reality it is even more often as you get pulled over to the separate room for every small mistake/comment about you. No work life balance as shifts can be between 7 am and 11 pm, weekends and holidays as well. Shift selection is only every 6 month or every year so if you stuck with no Saturday or Sunday off, you stuck for this long! Favoritism. Office moved form Downtown to North York because they are too cheap. Outdated IT systems. You measured against customer surveys that gets triggered by the call, so even if you very just doing transfer and customer gave you bad survey, guess who is going to be coached on it...you! You measured against a lot of things. On interview they will tell you about quarterly bonus but they will forget to tell you that it is pretty much impossible to get it because it once again depends on many measurements. Oh and on top of that senior management lie a lot.