Bilingual Customer Service Representative for US clients/ 2 days off / CDMX.

American Express
Mexico City
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Skills: ["Communication","Resilience","Humility","Integrity","Customer focus"]

Deliver customer-first support for US Card Members by handling high-volume inbound calls, understanding needs, and tailoring solutions that reinforce card benefits and loyalty. Address inquiries such as statement questions, card replacement, payments, rewards redemptions, and account updates while achieving sales rates, quality, compliance, and productivity targets. Use multiple computer systems to provide first-contact resolution and maintain accurate handling of sensitive information.

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FursaFursa
American Express
American Express
1 day ago

Bilingual Customer Service Representative for US clients/ 2 days off / CDMX.

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Source: Company careers pageValidated by: Fursa AI
Last checked: 8 hours agoStatus: Live

Job Summary

Deliver customer-first support for US Card Members by handling high-volume inbound calls, understanding needs, and tailoring solutions that reinforce card benefits and loyalty. Address inquiries such as statement questions, card replacement, payments, rewards redemptions, and account updates while achieving sales rates, quality, compliance, and productivity targets. Use multiple computer systems to provide first-contact resolution and maintain accurate handling of sensitive information.
Location: Mexico City
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Deliver extraordinary service on high-volume inbound calls in a fast-paced customer care environment focused on Customer First.
  • •Consult Card Members to understand needs, tailor personal solutions, reinforce card membership benefits, and acknowledge Card Member tenure.
  • •Recommend relevant product offers and benefit enrollments to deepen customer engagement and loyalty.
  • •Handle general and account-specific inquiries (statement inquiries, card replacement, make payments, rewards redemption) and update account information.
  • •Use tools and resources to identify solutions, anticipate customer needs, and meet performance goals including sales rates, quality, compliance, productivity, and customer metrics.

Pay and Benefits

Perks:Wellness StipendCounselling Support

Key Requirements

  • •Strong written and communication skills to converse effectively with Card Members.
  • •Resilience to manage a steady stream of customer calls while meeting performance metrics and remaining positive under stress.
  • •Ability to demonstrate humility and care through emotional acknowledgement of customer queries and situations.
  • •Technical savvy to multitask and navigate multiple computer systems and applications with speed and accuracy.
  • •Integrity to manage sensitive Card Member information and follow Regulatory and Compliance guidelines.
Skills:CommunicationResilienceHumilityIntegrityCustomer focus

Company Brief

American Express
Provides global payment, credit, and travel-related financial services for consumers and businesses. Best known for its charge and credit cards, merchant payment network, and premium customer rewards and servicing.
Industry: Payments
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: New York City, United States
Founded: 1850
WebsiteLinkedIn