Especialista de Atención al Cliente Bilingüe y Digital

American Express; Ciudad de México; Ibrido; MXN 180.000 - 300.000; Tempo pieno

Descrizione del lavoro

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.

Competenze

• 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.

Mansioni

• 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

Conoscenze

Strong communication

Customer-focused messaging

Empathy and professionalism

Digital tool familiarity

Multitasking

Team collaboration

Formazione

Bachelor’s degree or ongoing studies

Strumenti

CRM systems

Digital tools

Descrizione del lavoro

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.