Customer Care Professional - Amex Assurance Co - Mexico, CDMX - Hybrid

American Express; Ciudad de México; Hybride; MXN 300 000 - 420 000; Plein temps

Avantages offerts par ce poste

Competitive salary

Bonus incentives

Financial well‑being support

Medical, dental, vision benefits

Flexible working model

Parental leave

Résumé du poste

American Express in Mexico City is seeking a Customer Service professional to deliver world-class service, assisting customers by phone and online, and supporting them with benefits and account needs.

The role requires fluent English, strong communication, problem solving, and the ability to work in a fast-paced, flexible environment with hybrid/onsite options. You will build relationships, handle inquiries, and contribute to a high standard of customer care.

Qualifications

• Fluency in English with strong verbal, written, and interpersonal communication.
• Ability to de-escalate difficult customer situations and solve problems effectively.
• Proven ability to manage time and multitask in a fast-paced environment.
• Strong attention to detail and organizational skills.

Responsabilités

• Deliver world-class customer service by addressing inquiries, explaining benefits, and resolving concerns over the phone.
• Document customer interactions, claim details, and account updates accurately.
• Build meaningful customer relationships through a customer-first approach.
• Offer personalized service through active listening and problem solving.
• Meet quality, productivity, and compliance standards while following regulations.
• Navigate computer systems to service customers and enable use of the online platform.
• Handle complaints and escalations professionally with timely documentation.
• Adapt to changing priorities and support additional operational activities as needed.

Connaissances

Fluent English

Excellent communication

Problem solving

Relationship building

Time management

Attention to detail

Adaptability

Independent worker

Description du poste

Job Description

As a brand built on going above and beyond to provide the best customer experience, having the most exceptional colleagues is paramount. As the face of the company, you can create positive interactions with our customers every day – from curating a unique travel or lifestyle experience to helping them with their everyday needs. And you can grow your skills through industry-leading training and ongoing coaching, all while learning what it means to continually set the standard for world class, customer-first service.

Job Description

As a brand built on going above and beyond to provide the best customer experience, having the most exceptional colleagues is paramount. As the face of the company, you can create positive interactions with our customers every day – from curating a unique travel or lifestyle experience to helping them with their everyday needs. And you can grow your skills through industry-leading training and ongoing coaching, all while learning what it means to continually set the standard for world class, customer-first service.

Responsibilities

Your duties may include but are not limited to:

• Deliver world-class customer service, by addressing inquiries, explaining benefits, and resolving concerns over the phone.


• Accurately document customer interactions, claim details, account updates, and other relevant information.


• Build meaningful relationships with our customers through a customer first approach, which entails understanding their situation and needs, answering questions, and ensuring each customer knows American Express has their back.


• Enhance our customers’ experience through personalized service, active listening and effective problem solving, while consistently treating customers with a high level of respect.


• Meet and exceed quality, productivity, and compliance standards while adhering to regulatory requirements.


• Navigate computer systems and applications to service our customers, and enable them to get the most from our online platform.


• Handle customer complaints and escalations professionally, ensuring timely and accurate documentation.


• Adapt to changing priorities and support additional operational activities as needed.

Qualifications

• Fluency in English, with strong verbal, written, and interpersonal communication skills.


• Relationship builder who has passion for delivering exceptional service.


• Strong problem-solving, critical thinking, and conflict-resolution skills, including the ability to de-escalate challenging situations.


• Demonstrates personal excellence by remaining positive in difficult situations.


• Excellent organizational, time management, and multitasking abilities, with strong attention to detail.


• Ability to learn quickly, adapt to change, and work effectively in a fast-paced environment.


• Self-motivated, resilient, and able to work independently while contributing to a collaborative team environment.


• Superior level of accuracy and attention to detail.


• Proficiency in computer applications, including but not limited to Microsoft Word, Excel, and multiple systems.


• Flexibility to work varying schedules based on business and customer servicing needs within our service window:




• Monday-Friday: 8:00am – 9:00pm ET


• Saturday-Sunday: 10:00am-6:30pm ET

About Us

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. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service.

As part of Team Amex, you’ll experience our 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.

About The Team

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.