Bilingual Customer Service Agent (Hybrid)

American Express; Ciudad de México; Híbrido; MXN 50,000 - 200,000; Jornada completa

Descripción de la vacante

American Express seeks a Customer Care Professional who excels in delivering exceptional service in a dynamic environment. This role involves engaging with Card Members to provide tailored solutions and support, ensuring a Customer First mentality. Candidates should be adaptable, possess strong communication skills, and demonstrate a passion for customer loyalty.

Servicios

Major Medical Insurance

Pension Plan

Performance Bonus

Career development and training opportunities

Flexible working model

Free wellness center access

Free counseling support

Generous paid parental leave

Formación

• Ability to converse in English and Spanish effectively.
• Resilience in managing high call volumes while balancing performance metrics.
• Technical savvy for navigating multiple systems.

Responsabilidades

• Deliver exceptional service on inbound calls.
• Consult with Card Members to tailor solutions.
• Meet and exceed performance goals.

Conocimientos

Customer service

Communication

Problem solving

Technical skills

Attention to detail

Descripción del empleo

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career.

Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.

Role & Responsibilities:

Utilizing your skills, experience and passion for customer service to help propel your team and its business partners to success .

What would you do every day as a Customer Care Professional?

• Consistently deliver extraordinary service on a high volume of inbound calls in a fast-paced, structured, customer care environment with a keen focus on driving a Customer First mentality.
• Consult with Card Members to understand their needs and tailor unique and personal solutions for them, while also reinforcing the benefits of card membership and acknowledging Card Member tenure.
• Add value for our customers through unexpected relevant recommendations of product offers/ benefit enrollments that deepen customer engagement and loyalty.
• Utilize your “service oriented” personality to develop key selling skills to optimize and solidify the customer relationship by deepening their loyalty to our brand.
• Address general and account-specific customer inquiries- statement inquiries, card replacement, make payments, rewards redemption, etc., and update customer account information.
• Use tools and resources to identify custom solutions and anticipate customer needs, in our commitment to maintain a first point of contact resolution.
• Meet and exceed performance goals that include, but are not limited to: sales rates, quality goals, compliance regulations and productivity targets, & customer performance metrics.

Minimum Qualifications:

• Strong written and communication skills to be able to converse effectively and naturally in English and Spanish with our Card Members to deepen client relationships and drive satisfaction.
• Resilience needed to efficiently manage a steady stream of customer calls, while balancing performance to meet a variety of metrics, and remain positive through change and stressful situations.
• Ability to showcase humility and show care and appreciation through emotional acknowledgement of our customer queries/situations on each call.
• Technical savvy to multi-task and navigate through multiple computer systems and applications, simultaneously, with speed and accuracy.
• Integrity to manage sensitive Card Member information and adhere to all Regulatory and Compliance guidelines related to servicing and sales practices.
• Driven to please by providing the ultimate experience for our Card Members on every interaction.
• Timeliness and reliability.

Preferred Skills:

• Passion for building customer loyalty through exceptional listening, consultative relationship building, resourcefulness and problem solving skills.
• Customer service and consultative sales environment experience preferred.
• Passion for consultative sales, recommending products or solutions tailored to each customer.
• Ability to adapt communication style to a wide variety of personalities and situations and take ownership and responsibility for each call, from beginning to end.

Additional Requirements:

• Flexibility to work from Monday to Sunday anytime between 6:00 am-12:00 am.
• Hybrid Environment- on site expectation 3 days/week.
• Workplace Flexibility: Full time. Shift flexibility requirements.
• American Express offers a fantastic and diverse working environment. High performance is rewarded with target driven incentives.

JT: PRM
B1: Major Medical Insurance
B2: Pension Plan
B3: Performance Bonus

We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:

• Competitive base salaries
• Bonus incentives
• Support for financial-well-being and retirement
• Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
• Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
• Generous paid parental leave policies (depending on your location)
• Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
• Free and confidential counseling support through our Healthy Minds program
• Career development and training opportunities

Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.