Customer Care Professional - Amex Assurance Co - Mexico, CDMX - Hybrid

Job description

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.

Responsibilities

Your duties may include but are not limited to: Deliver world-class customer service, by addressing inquiries, explaining benefits, and resolving concerns over the phone. Accurately document customer interactions, claim details, account updates, and other relevant information. Build meaningful relationships with our customers through a customer first approach, which entails understanding their situation and needs, answering questions, and ensuring each customer knows American Express has their back.

Enhance our customers’ experience through personalized service, active listening and effective problem solving, while consistently treating customers with a high level of respect. Meet and exceed quality, productivity, and compliance standards while adhering to regulatory requirements. Navigate computer systems and applications to service our customers, and enable them to get the most from our online platform. Handle customer complaints and escalations professionally, ensuring timely and accurate documentation.

Adapt to changing priorities and support additional operational activities as needed.

Qualifications

Fluency in English, with strong verbal, written, and interpersonal communication skills. Relationship builder who has passion for delivering exceptional service. Strong problem-solving, critical thinking, and conflict-resolution skills, including the ability to de-escalate challenging situations. Demonstrates personal excellence by remaining positive in difficult situations. Excellent organizational, time management, and multitasking abilities, with strong attention to detail.

Ability to learn quickly, adapt to change, and work effectively in a fast-paced environment. Self-motivated, resilient, and able to work independently while contributing to a collaborative team environment. Superior level of accuracy and attention to detail. Proficiency in computer applications, including but not limited to Microsoft Word, Excel, and multiple systems. Flexibility to work varying schedules based on business and customer servicing needs within our service window: Monday-Friday: 8:00am – 9:00pm ET Saturday-Sunday: 10:00am-6:30pm ET