Bilingual Customer Service Representative

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Manage inbound customer calls in both English and Spanish.

• Offer assistance and information in a professional and courteous manner.

• Address inquiries related to products, services, billing, and account issues.

• Generate a ticket for every customer interaction using the ticketing system, including comprehensive notes and customer details.

• Identify and troubleshoot customer issues, escalating complex problems as needed.

• Update and maintain customer records following each interaction.

• Follow up with customers to provide updates on their issues and confirm resolution.

• Comply with company policies, procedures, quality standards, and service level agreements.

• Achieve performance metrics, including call handling time, first call resolution, pieces per hour, and customer satisfaction.

• Work collaboratively with team members and other departments to ensure effective customer service delivery.

• Engage in ongoing training and development opportunities.

⛳️ Requirements

• High school diploma or equivalent is mandatory.

• Bilingual proficiency in English and Spanish, with exceptional verbal and written communication skills in both languages.

• Proficient computer skills, capable of navigating multiple systems and databases.

• Ability to thrive in a fast-paced environment while maintaining attention to detail.

• Strong problem-solving abilities and the capacity to manage challenging customer situations with empathy and patience.

• This position is exclusively for candidates in CDMX and Edo. de Mex.

• Prior experience in handling inbound customer calls is required.

• Understanding of service ticket creation and tracking processes.

• Excellent organizational and multitasking skills.

• Capability to meet performance targets and work efficiently under pressure.

• A team player with a positive attitude and a customer-centric approach.

🏝️ Benefits

• $3,000 MXN Productivity Bonus per month.

• $3,000 MXN Seasonal Bonus per month, applicable only upon successful completion of the seasonal contract.

• Legal benefits from day one.

• Opportunity to work from home.

• Complete equipment provided.

• 100% paid training.

• One hour for lunch and two breaks of 15 minutes each.

• Two days off (options: Tue–Wed, Wed–Thu, Fri–Sat, Sat–Sun, or Sun–Mon).

• Total Pass.