Bilingual Customer Service Representative for US clients/ 2 days off / CDMX.

American Express; United States; Hybrid; USD 36,000 - 48,000; Full time

Benefits offered by this job

Hybrid work environment

Incentives program

Job summary

American Express is seeking a Customer Care Professional to join a hybrid on-site team and provide top-tier service to Card Members. You will resolve inquiries, offer personalized product recommendations, and support customers with their daily needs while upholding integrity and security standards.

You will participate in a fast-paced environment, leverage multiple systems, and contribute to sales and customer satisfaction metrics through thoughtful engagement and effective communication.

Qualifications

• Strong written and communication skills to converse effectively with Card Members and drive satisfaction.
• Resilience needed to manage a high volume of calls while meeting metrics.
• Ability to show care and appreciation through emotional acknowledgement on each call.
• Technical savvy to multi-task across multiple systems quickly and accurately.
• Integrity to handle sensitive Card Member information and comply with regulations.
• Timeliness and reliability in handling inquiries and tasks.

Responsibilities

• Consistently deliver extraordinary service on a high volume of inbound calls in a fast-paced environment.
• Consult with Card Members to understand needs and tailor personal solutions, reinforcing card benefits.
• Add value through relevant product offers and benefits enrollments to deepen engagement.
• Develop selling skills to strengthen customer relationships and loyalty to the brand.
• Address inquiries (statements, replacements, payments, rewards) and update accounts.
• Use tools to identify custom solutions and maintain first contact resolution.
• Meet and exceed performance goals including sales, quality, compliance, and productivity.

Skills

Strong communication

Resilience

Empathy

Technical savvy

Integrity

Timeliness

Job description

You Lead the Way. We’ve Got Your Back.

With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities and each other. Here, you’ll learn and grow as we help you create a career journey that’s unique and meaningful to you with benefits, programs, and flexibility that support you personally and professionally.

At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to provide the world’s best customer experience every day. And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like they belong

Join Team Amex and let’s lead the way together.

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. Find your place in service on #TeamAmex.

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 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 anytime between 6:00 am-12:00 am, including weekends.
• 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.

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.