Bilingual Customer Experience Specialist

hace 22 horas

Xico, México Amex A tiempo completo
Role Overview

We're seeking a skilled Bilingual Customer Care Professional to join our team at American Express. As a key member of our customer-facing team, you'll play a critical role in delivering exceptional customer experiences that drive loyalty and satisfaction.

Main Responsibilities:

  • Consistently deliver outstanding service on high-volume inbound calls, focusing on driving a customer-first mentality.
  • Consult with customers to understand their needs and provide tailored solutions, reinforcing the benefits of card membership and acknowledging customer tenure.
  • Add value for customers through relevant recommendations of product offers and benefit enrollments, deepening customer engagement and loyalty.
  • Utilize service-oriented skills to develop key selling skills, optimizing and solidifying the customer relationship by deepening their loyalty to our brand.
  • Address customer inquiries, including statement inquiries, card replacement, payments, rewards redemption, and updating customer account information.
  • Use tools and resources to identify custom solutions and anticipate customer needs, maintaining a first point of contact resolution.
  • Meet and exceed performance goals, including sales rates, quality goals, compliance regulations, and productivity targets, and customer performance metrics.

Requirements:

  • Strong written and communication skills to converse effectively with customers, deepen client relationships, and drive satisfaction.
  • Resilience to manage a steady stream of customer calls, balancing performance to meet various metrics, and remaining positive through change and stressful situations.
  • Ability to showcase humility and show care and appreciation through emotional acknowledgement of customer queries and situations on each call.
  • Integrity to manage sensitive customer information and adhere to all Regulatory and Compliance guidelines related to servicing and sales practices.
  • Driven to please by providing an ultimate experience for customers on every interaction.
  • Timeliness and reliability.

Preferred Skills:

  • Passion for building customer loyalty through exceptional listening, consultative relationship building, resourcefulness, and problem-solving skills.
  • Customer service and consultative sales environment experience preferred.
  • Passion for consultative sales, recommending products or solutions tailored to each customer.
  • 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.

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.

We back our colleagues and their loved ones with benefits and programs that support their holistic well-being. This includes competitive base salaries, bonus incentives, and support for financial, physical, and mental health through each stage of life.

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