Responsibilities

- 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 p 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 by p 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.

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📌 Agente de atención a clientes (inglés intermedio-avanzado) modalidad hibrida (México)
🏢 American Express
📍 México