Bilingual Customer Service Advocate

hace 3 meses

Ciudad de México Amex A tiempo completo

**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 service on a high volume of inbound 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 also reinforcing the benefits of card membership
- Indulge in recognizing our Card Members as individuals through unexpected relevant recommendations of product offers and benefit enrollments that deepen customer engagement
- Develop key selling skills, including building a human connection with customers, through care 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
- Use tools 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
- 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

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, lea

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