Agente de Atención a Clientes Bilingüe (Inglés Intermedio-Avanzado)

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

Descripción de la vacante

A global financial services leader seeks a Customer Service Representative in Mexico City. This role emphasizes delivering excellent customer experiences, solving issues effectively, and identifying improvements. Candidates should possess strong communication skills, flexibility for rotating shifts, and a bachelor’s degree or ongoing studies. Bilingual (English/Spanish) candidates are preferred. The company offers competitive salaries, benefits for holistic well-being, and opportunities for career development.

Servicios

Competitive base salaries

Bonus incentives

Comprehensive medical, dental, vision benefits

Flexible working model

Career development opportunities

Formación

• Flexibility to work 8 hours/5 days per week on day and evening schedules.
• 1+ year of customer service experience required.
• Bilingual proficiency in English/Spanish is preferred.

Responsabilidades

• Deliver a great customer experience in every interaction.
• Identify customer pain points and share improvement ideas.
• Encourage digital adoption and self-service use.

Conocimientos

Flexibility to work rotating schedules

Strong communication skills

Ability to manage difficult conversations

Basic proficiency using digital tools

Problem-solving skills

Educación

Bachelor’s degree or ongoing university studies

Herramientas

CRMs

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.

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 by fully resolving the issue the first time.
• Protect customer data and act with integrity

Minimum Qualifications

• Flexibility to work 8 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.

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.