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 by 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 environmentsBilingual 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. 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.

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