Agente de Atención a Clientes (Inglés Intermedio-Avanzado) Modalidad Hibrida

American Express; Ciudad de México; Hybrid; MXN 180,000 - 300,000; Full time

Job summary

American Express in Mexico City is seeking a customer service professional to deliver exceptional experiences across channels. You will resolve issues efficiently using product knowledge, while building trust as the first point of contact for customers.

The role emphasizes empathy, clear communication, and adherence to procedures. You will help drive digital adoption and contribute to process improvements in a dynamic, KPI-driven environment.

Qualifications

• Flexibility to work 6 hours/5 days per week including evenings and weekends.
• 1+ year of customer service experience (phone, chat, or in person).
• Clear, customer-focused communication.
• Empathy and professionalism in difficult conversations.
• Ability to follow procedures and meet performance expectations.
• Experience in KPI-driven environments (Quality, CHT, RTF).
• Bilingual proficiency (English/Spanish) in verbal and written form.
• Experience educating customers on self-service tools.

Responsibilities

• Deliver a great customer experience in every interaction.
• Solve issues quickly using product knowledge and digital tools.
• Build trust and loyalty as the first point of contact.
• Identify customer pain points and share improvement ideas.
• Meet and exceed key performance goals (Quality, CHT, RTF).
• Follow procedures and document interactions with accuracy.
• Encourage digital adoption and self-service use.
• Participate in coaching to improve skills and results.
• Share best practices and support peers.
• Escalate trends that impact customers or processes.
• Adapt quickly to new tools, policies, and customer needs.
• Reduce repeat calls by fully resolving the issue on first contact.
• Protect customer data and act with integrity

Skills

Strong communication

Customer-focused messaging

Empathy and professionalism

Digital tool familiarity

Multitasking

Team collaboration

Education

Bachelor’s degree or ongoing studies

Tools

CRM systems

Digital tools

Job description

Responsibilities

• Deliver a great customer experience in every interaction.


• Solve issues fast by using product knowledge and digital tools.


• Build trust and loyalty as the first point of contact.


• Identify customer pain points and share improvement ideas.


• Meet and exceed key performance goals (Quality, CHT, RTF).


• Follow procedures and document interactions with accuracy.


• Encourage digital adoption and self-service use.


• Participate in coaching to improve skills and results.


• Share best practices and support peers.


• Escalate trends that impact customers or processes.


• Adapt quickly to new tools, policies, and customer needs.


• Reduce repeat calls byP fully resolving the issue the first time.


• Protect customer data and act with integrity

How will you make an impact in this role?

• Deliver a great customer experience in every interaction.


• Solve issues fast by using product knowledge and digital tools.


• Build trust and loyalty as the first point of contact.


• Identify customer pain points and share improvement ideas.


• Meet and exceed key performance goals (Quality, CHT, RTF).


• Follow procedures and document interactions with accuracy.


• Encourage digital adoption and self-service use.


• Participate in coaching to improve skills and results.


• Share best practices and support peers.


• Escalate trends that impact customers or processes.


• Adapt quickly to new tools, policies, and customer needs.


• Reduce repeat calls byP fully resolving the issue the first time.


• Protect customer data and act with integrity

Qualifications

Minimum Qualifications

• Flexibility to work 6 hours/ 5 days per week on both day and evening schedules (between 6:00am and 11:00pm); weekend availability is required.


• Bachelor’s degree completed or ongoing university studies (at least 50% of the program completed).


• 1+ year of customer service experience (phone, chat, or face-to-face).


• Strong communication skills with clear, customer-focused messaging.


• Ability to manage difficult conversations with empathy and professionalism.


• Basic proficiency using digital tools, CRMs, and multitasking while interacting with customers.


• Availability to work on rotating schedules, including weekends/holidays.


• Proven ability to follow procedures and meet performance expectations.


• Preferred Qualifications


• Experience in contact centers within financial services, retail, travel, or BPO environments


• Bilingual proficiency (English/Spanish) in verbal and written communication.


• Familiarity working in KPI-driven environments (Quality, CHT, RTF, FCR, ACR).


• Experience educating customers on self-service tools or digital adoption.


• Demonstrated ability to identify customer pain points and propose improvements.


• Strong problem-solving and de-escalation skills in complex scenarios.


• Experience providing peer coaching, mentoring, or training support.