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At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. From delivering differentiated products to providing world-class customer service, we operate with a strong risk mindset, ensuring we continue to uphold our brand promise of trust, security, and service. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.
Responsabilidades
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 by fully resolving the issue the first time
Protect customer data and act with integrity
Requisitos
Flexibility to work 8 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
Deseable
Experience in contact centers within financial services, retail, or travel environments
Bilingual proficiency (English/Spanish) in verbal and written communication
Familiarity working in KPI-driven environments
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
Lo que ofrecemos
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 working model with hybrid, onsite or virtual arrangements depending on role and business need
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 counseling support through our Healthy Minds program
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