Bilingual Customer Service Representative - Seasonal

Role overview

Seasonal, full-time customer service representative providing first-line support by phone in both English and Spanish. The role handles questions about products, services, billing, and accounts; documents every interaction; troubleshoots issues; and follows cases through resolution. It is suited to someone who can remain patient, organized, and customer-focused while working against service and productivity targets.

Responsibilities

- Answer inbound calls professionally and assist customers in English or Spanish. - Resolve or troubleshoot questions involving products, services, billing, and account matters. - Create a service ticket for every interaction, recording accurate customer details and thorough notes. - Update customer records, provide follow-up status updates, and confirm resolution when appropriate. - Escalate complex issues and coordinate with other teams when additional support is required. - Meet applicable service measures such as handling time, first-contact resolution, productivity, and customer satisfaction.

Requirements

- High school diploma or equivalent. - Fluent spoken and written English and Spanish. - Strong computer skills and the ability to work across multiple systems and databases. - Careful attention to detail in a fast-paced environment. - Empathy, patience, and sound problem-solving skills when handling difficult customer situations.

Nice to have

- Previous inbound contact-center experience. - Familiarity with ticket creation and case tracking. - Interest in or knowledge of outdoor activities. - Strong organization, multitasking, teamwork, and comfort working toward performance goals.

Benefits and work setup

This is a three-month seasonal agreement for candidates located in Mexico City or the State of Mexico. The source lists a gross monthly salary of MXN 15,000, a monthly productivity bonus of MXN 3,000, and a monthly seasonal bonus of MXN 3,000 payable upon completing the seasonal contract. The position is home-based, with equipment, paid training, statutory benefits from the first day, and a schedule window from 8:00 a.m. to 8:00 p.m. Shifts are 10 hours with a one-hour lunch and two 15-minute breaks. Two weekly rest days are assigned from specified weekday and weekend combinations.