Description

Utilizing your skills, experience and passion for customer service to help propel your team and its business partners to success.

Responsibilities

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.

Qualifications

- Strong written and communication skills to be able to converse effectively and naturally in English and Spanish 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 from Monday to Sunday anytime between 6:00 am-12:00 am.
- 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.

📌 Customer Service Professional for US Market (MX City Hybrid) (Ciudad de México)
🏢 American Express
📍 Ciudad de México