Responsibilities 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 byP fully resolving the issue the first time.
• Protect customer data and act with integrity Qualifications Minimum Qualifications
• Flexibility to work 6 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.

📌 Agente de Atención a Clientes (Ciudad de México)
🏢 American Express
📍 Ciudad de México