Bilingual Customer Service Professional – U.S. Market / Hybrid
Location: Mexico City, CDMX
Work Model: Hybrid — three days per week onsite
Employment Type: Full-time
Schedule: Flexible availability required Monday through Sunday, between 6:00 a.m. and 12:00 a.m.
Position Overview
We are seeking bilingual customer service professionals to support customers in the U.S. market on behalf of a leading global financial services organization.
In this role, you will provide exceptional service, resolve account-related inquiries, recommend personalized solutions, and help strengthen long-term customer relationships. The ideal candidate communicates naturally in English and Spanish, works confidently in a fast-paced environment, and is committed to delivering an outstanding customer experience.
Key Responsibilities
- Manage a high volume of inbound customer calls in a structured, fast-paced environment.
- Understand each customer’s needs and provide personalized solutions.
- Assist with account inquiries, statements, payments, card replacements, rewards redemptions, and account updates.
- Recommend relevant products, services, benefits, and enrollment opportunities.
- Build customer loyalty through active listening, empathy, and consultative communication.
- Use available tools and resources to resolve customer concerns during the first interaction whenever possible.
- Protect confidential customer and account information.
- Follow all regulatory, compliance, servicing, and sales guidelines.
- Meet established performance standards, including quality, productivity, customer satisfaction, compliance, and sales goals.
- Take ownership of every customer interaction from beginning to end.
Required Qualifications
- Advanced spoken and written English and Spanish.
- High school diploma or equivalent.
- Strong verbal communication and active-listening skills.
- Ability to communicate naturally and professionally with U.S.-based customers.
- Ability to remain positive and professional during challenging or stressful situations.
- Strong computer skills and the ability to navigate multiple systems simultaneously.
- Excellent attention to detail, accuracy, and problem-solving abilities.
- Ability to manage confidential and sensitive customer information with integrity.
- Reliable attendance, punctuality, and schedule adherence.
- Availability to work flexible shifts, including weekends and holidays when required.
Preferred Qualifications
- Previous experience in customer service, call centers, financial services, hospitality, travel, or consultative sales.
- Experience recommending products or solutions based on customer needs.
- Strong relationship-building and customer-retention skills.
- Ability to adapt your communication style to different personalities and situations.
- Experience working with performance goals or customer-service metrics.
Work Environment
- Full-time hybrid position.
- Three onsite workdays per week in Mexico City.
- Work location near Avenida Patriotismo.
- Shift assignments will be based on operational requirements.
- Candidates must have reliable transportation and the ability to comply with the onsite schedule.
Benefits
Eligible employees may receive:
- Competitive base salary.
- Performance-based incentives.
- Hybrid work arrangements.
- Professional training and career-development opportunities.
- Physical, financial, and mental well-being resources.
- Confidential counseling and employee-support programs.
- Opportunities for internal growth and advancement.
Application Requirements
Candidates should submit:
- An updated résumé in English.
- Current contact information.
- Employment history covering the past five years.
- Confirmation of English proficiency and schedule availability.
Selected candidates may be required to complete interviews, language assessments, and a background verification process. Any employment offer will be contingent upon the successful completion of all applicable screening requirements.
Base Salary: MXN $18,100 gross per month
Guaranteed Monthly Bonus: MXN $5,504 provided through two benefit cards (grocery and restaurant), deposited once per month during the second payroll period.
Bilingual Allowance: MXN $1,491 beginning in the first month.
Performance Bonus: MXN $2,138 beginning after six months of employment.
Apply now to begin the recruitment process.
