Job Information
American Express Bilingual Customer Care Professional in CDMX, Mexico
Description
You Lead the Way. We’ve Got Your Back.
At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what’s possible — and we’re proud to back each other every step of the way. When you join #TeamAmex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day.
As a brand built on going above and beyond to provide the best customer experience, having the most exceptional colleagues is paramount. As the face of the company, you can create positive interactions with our customers every day–from curating a unique travel or lifestyle experience to helping them with their everyday needs. And, you can grow your skills through industry-leading training and ongoing coaching, all while learning what it means to continually set the standard for world class, customer-first service. Find your place in service on #TeamAmex.
Go above and beyond at a company that sets the standard for customer-first service.
Role & Responsibilities:
Help propel your team and its business partners to success.
What would you do every day as a Customer Care Professional?
Consistently deliver extraordinary serviceona high volume ofinbound calls in a fast-paced, structured, customer care environment
Consult with Card Members to understand their needs and tailor unique and personal solutions for them, while alsoreinforcingthe benefits of card membership
Indulge in recognizing our Card Members as individualsthroughunexpected relevant recommendations of product offers and benefit enrollments that deepen customer engagement
Develop key selling skills, including building a human connectionwithcustomers,throughcare and empathy, understanding customer needs, handling objections and closing sales
Address general and account-specific customer inquiries- statement and APR inquiries, card replacement, make payments, rewards redemption, etc.,and update customer account information
Usetools 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
Preferred Skills:
Passion for building customer loyalty through exceptional listening, consultative relationship building, resourcefulness and problem solving skills
Strong written and communication skills to be able to converse effectively and naturally with our customers
Integrity to manage sensitive card member information and adhere to all Regulatory and Compliance guidelines related to servicing and sales practices
Passion for consultative sales, recommending products or solutions tailored to each customer
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 difficult situations
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
Technical savvy to multi-task and navigate through multiple computer systems and applications, simultaneously, with speed and accuracy
Timeliness and reliability, as it is imperative you are at work on time and adhere to your schedule each day
High school diploma or equivalent required
Preferred Qualifications:
Bachelor's degree preferred
Customer service and consultative sales environment experience preferred
Additional Requirements:
Flexibility to work anytime between 6:00 am- 12:00 am, including weekends
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
Qualifications
Offer of employment with American Express is conditioned upon the successful completion of a background
verification check, subject to applicable laws and regulations.
We back our colleagues and their loved ones with benefits and programs that support their holistic well-being.
That means we prioritize their physical, financial, and mental health through each stage of life. Benefits include:
Competitive base salaries
Bonus incentives
Support for financial-well-being and retirement
Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
Flexible work arrangements and schedules with hybrid and virtual options with Amex Flex
Generous paid parental leave policies (depending on your location)
Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
Free and confidential counselling support through our Healthy Minds program
Career development and training opportunities
At American Express, you’ll be recognized for your contributions, leadership, and impact—every colleague has
the opportunity to share in the company’s success. Together, we’ll win as a team, striving to uphold our
company values and powerful backing promise to provide the world’s best customer experience every day.
And we’ll do it with the utmost integrity, and in an environment where everyone is seen, heard and feels like
they belong.
Job: Customer Service
Primary Location: Mexico-CDMX-Mexico City
Schedule Full-time
Req ID: 24006053