Agente de Atención al Cliente Bilingüe

American Express Company; United States; Hybrid; MXN 167,000 - 257,000; Full time

Job summary

American Express in Mexico City seeks a customer service professional to deliver outstanding experiences, resolve issues quickly, and build trust as the first line of contact. You will use product knowledge and digital tools to assist customers, promote self-service, and share insights for service improvements.

The role requires empathy, strong communication, and the ability to handle difficult conversations while protecting customer data and following procedures.

Qualifications

• 1+ year of customer service experience via phone, chat, or in-person.
• Bachelor's degree completed or in progress (50%+).
• Strong communication and empathetic, customer-focused approach.
• Ability to handle difficult conversations professionally.

Responsibilities

• Deliver a great customer experience in every interaction.
• Solve issues quickly using product knowledge and digital tools.
• Build trust as the first point of contact and document interactions accurately.
• Encourage digital adoption and self-service.
• Identify customer pain points and share improvement ideas.
• Meet and exceed key performance goals (Quality, CHT, RTF).
• Escalate trends that impact customers or processes.
• Protect customer data and act with integrity.

Skills

Customer service

Communication skills

Empathy

Multitasking

Problem solving

Flexibility

Education

Bachelor's degree (or ongoing)

Tools

CRM software

Digital tools

Job description

American Express in Mexico City seeks a customer service professional to deliver outstanding experiences, resolve issues quickly, and build trust as the first line of contact. You will use product knowledge and digital tools to assist customers, promote self-service, and share insights for service improvements.

The role requires empathy, strong communication, and the ability to handle difficult conversations while protecting customer data and following procedures.