Bilingual Call Center Representative

APM Terminals; Ciudad de México; Presencial; MXN 223.000 - 357.000; Jornada completa

Descripción de la vacante

APM Terminals in Mexico City is seeking a Call Center Representative to deliver world-class customer service via inbound and outbound calls. You will resolve last-mile delivery issues, coordinate with delivery teams, stores, and warehouses, and ensure customer satisfaction while meeting KPIs.

The role requires at least 2 years in customer service or contact center work, English at C1 level, and strong MS Office skills.

Formación

• High School Diploma or equivalent required; bachelor’s degree preferred.
• 2+ years in contact center or similar customer-facing role.
• Strong verbal and written English, with clear presentation skills.

Responsabilidades

• Provide world-class customer experience via inbound and outbound calls.
• Resolve last mile delivery logistics problems to ensure satisfaction.
• Coordinate communications among customers, delivery teams, stores and warehouses.
• Meet customer service KPIs and participate in chats/emails/case work as needed.
• Support Proof of Delivery tracking and related activities when required.

Conocimientos

English proficiency

Communication skills

Customer service

MS Office

Time management

Multi-tasking

Educación

High School Diploma

Bachelor’s degree preferred

Herramientas

MS Office (Excel/Word/Outlook)

Descripción del empleo

Here's the DealThe Call Center Representative will contribute to building great customer experience moments by providing a world-class service via inbound and outbound calls. The representative will own the resolution of last-mile delivery problems, assuring customer satisfaction throughout this phase of the logistics journey. This is a great opportunity for individuals who enjoy working in a collaborative team environment, have strong verbal and written communication skills, can build genuine connections with customers, and are passionate about customer experience.Key Responsibilities:Provide world-class customer experience via inbound and outbound calls.Resolve last mile delivery logistics problems, assuring customer satisfaction.Coordinate communication between customers, delivery teams, stores and/or warehouses.Meet customer service KPIs targets.Comply with additional activities assigned such as Proof of Delivery Tracking, chat, email or case assignment.Demonstrate loyalty to the A.P. Moller – Maersk Group Core Values and Character.Requirements:English Level C1 mandatory.High School Diploma or equivalent required (Bachelor’s degree preferred).Experience: At least 2 years of contact center experience (knowledge in retail is a plus).Customer Service and/or direct call handling experience.Last-mile logistics and/or transportation industry knowledge preferred.Technical Skills and Competencies:Excellent MS Office proficiency (Excel, Word, and Outlook).Self-motivated and independent work style.Ability to work successfully across organizational lines.Good verbal, written, and presentation skills.Ability to communicate efficiently and provide precise details.Organizational and time management skills (multi-tasking and prioritizing).Customer-focused and solutions-oriented.Work EnvironmentThis is a site-based role performed within a Global Service Centre environment. Shifts fall within the department’s 4:00 AM–12:00 AM (Mexico) operating window; flexibility to work weekends and holidays is required. The role requires sustained use of telephony, customer management, and routing systems throughout the workday.If you are excited about this opportunity and have the skills we are looking for, we encourage you to apply now and join our team in revolutionizing the logistics industry!Maersk is committed to a diverse and inclusive workplace, and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race, colour, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, sexual orientation, physical or mental disability, medical condition, pregnancy or parental leave, veteran status, gender identity, genetic information, or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website, apply for a position, or to perform a job, please contact us by emailing [e-mail] .