Customer Service Professional – US Market (Hybrid, Mexico City)

About the role

We are looking for a bilingual Customer Service Professional to handle inbound calls for our US‑market card members from a hybrid workplace in Mexico City. The role requires delivering exceptional, consultative support in both English and Spanish while promoting product benefits and loyalty.

Key responsibilities

• Answer a high volume of inbound calls, providing accurate information on statements, card replacements, payments, rewards, and account updates.
• Consult with card members to understand their needs and recommend tailored product offers or benefit enrollments.
• Maintain a “Customer First” mindset, aiming for first‑point‑of‑contact resolution and meeting quality, compliance, and productivity targets.
• Document interactions and update customer information using multiple internal systems.
• Achieve performance goals including sales rates, quality scores, and other metrics.

Required profile

• Fluent written and spoken English and Spanish.
• Resilient and able to manage a steady stream of calls while meeting performance metrics.
• Strong interpersonal skills with the ability to show empathy and humility.
• High integrity in handling sensitive customer data and adhering to regulatory guidelines.
• Reliable, punctual, and able to work flexible hours, including weekends.

Required skills