American Express

Issues credit cards and runs a payment network

Customer Service Agent

Customer SupportConfirmed live in the last 24 hours

Part-timeMexico City, CDMX, MexicoNo salary listedHybrid

About the Job

Requirements

Flexibility to work six hours per day, five days per week, on day and evening schedules between 6:00 a.m. and 11:00 p.m.; weekend availability is required.
A completed bachelor's degree or ongoing university studies with at least 50% of the program completed.
At least one year of customer service experience by phone, chat, or face-to-face.
Strong communication skills and clear, customer-focused messaging.
Ability to manage difficult conversations with empathy and professionalism.
Basic proficiency with digital tools and customer relationship management systems, and ability to multitask while interacting with customers.
Availability to work rotating schedules, including weekends and holidays.
Ability to follow procedures and meet performance expectations.

Responsibilities

Deliver a strong customer experience in every interaction.
Resolve issues quickly using product knowledge and digital tools.
Build trust and loyalty as the first point of contact.
Identify customer pain points and share ideas for improvements.
Meet and exceed key performance goals for Quality, CHT, and RTF.
Follow procedures and accurately document interactions.
Encourage digital adoption and use of self-service tools.
Participate in coaching to improve skills and results.
Share best practices and support peers.
Escalate trends that affect customers or processes.
Adapt to new tools, policies, and customer needs.
Reduce repeat calls by fully resolving issues on the first interaction.
Protect customer data and act with integrity.

Desired Qualifications

Experience in contact centers within financial services, retail, travel, or business process outsourcing environments.
Bilingual verbal and written proficiency in English and Spanish.
Familiarity with key performance indicator-driven environments, including Quality, CHT, RTF, FCR, and ACR.
Experience educating customers on self-service tools or digital adoption.
Ability to identify customer pain points and propose improvements.
Problem-solving and de-escalation skills in complex scenarios.
Experience providing peer coaching, mentoring, or training support.

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.

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 byP fully resolving the issue the first time.
Protect customer data and act with integrity

About the Company

American Express

Issues credit cards and runs a payment network

American Express issues credit and pay-in-full charge cards to consumers and businesses, and unlike most card issuers it also runs the payment network its cards use. Its Travelers Cheque, launched in 1891, made carrying money abroad safer, and in 1959 it became the first major issuer of plastic cards. Cardholders earn points toward flights and hotels plus perks such as airport lounges, while companies use its corporate cards for employee travel and expenses. American Express earns a fee from merchants on each purchase, plus annual fees and interest on balances cardholders carry. Henry Wells and William Fargo, who later started Wells Fargo, co-founded it in 1850 as a freight delivery business; it is based in New York City.

Company size: 10,001+
Company stage: IPO
Headquarters: New York City, New York
Founded: 1850

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