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Agente de Atención a Clientes, Inglés Intermedio-Avanzado
American Express. Deliver a great customer experience in every interaction .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer service skills with a focus on problem-solving, effective communication, and digital tool proficiency. Capable of managing customer interactions with empathy while meeting performance metrics in a fast-paced environment.
Highest-signal resume keywords
Customer Service ExperienceBilingual Proficiency in English and SpanishDigital Tool ProficiencyKPI-Driven Environment FamiliarityProblem-Solving Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer ServiceDigital Tool ProficiencyKPI FamiliarityPerformance MetricsSelf-Service Tool Education
Soft Skills
Strong Communication SkillsEmpathyProfessionalismMultitasking AbilityCoaching and Mentoring
Tools & Technologies
CRM SystemsDigital Tools
Certifications & Qualifications
Bachelor’s Degree or Ongoing University Studies
Industry Keywords
Contact Center ExperienceFinancial ServicesRetailTravelBPO Environment
About the role
Key responsibilities & impact- Deliver a great customer experience in every interaction
- Solve issues quickly 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, including Quality, CHT, and RTF
- Follow procedures and document interactions accurately
- Encourage digital adoption and self-service use
- Participate in coaching to improve skills and results
- Share best practices and support peers
- Escalate trends affecting 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
Requirements
What you’ll need- Flexibility to work 6 hours/5 days per week on day and evening schedules between 6:00am and 11:00pm
- Weekend availability required
- Bachelor’s degree completed or ongoing university studies, with at least 50% of the program completed
- 1+ year of customer service experience via 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 and CRMs
- Ability to multitask while interacting with customers
- Availability to work rotating schedules, including weekends and holidays
- Proven ability to follow procedures and meet performance expectations
- Experience in contact centers within financial services, retail, travel, or BPO environments
- Bilingual proficiency in English and Spanish in verbal and written communication
- Familiarity with KPI-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
Benefits
Comp & perks- Comprehensive support for holistic well-being
- Opportunities to learn new skills
- Leadership development opportunities
- Career growth opportunities