Responsibilities

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- 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

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

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- 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.

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📌 Agente de Atención a Clientes (Inglés Intermedio-Avanzado) Modalidad Hibrida (Ciudad de México)
🏢 American Express
📍 Ciudad de México