Bilingual Contact Center Agent - English/Spanish

Carrier Global Corporation; Monterrey; Hybrid; MXN 180,000 - 240,000; Full time

Job summary

Carrier Global Corporation in Monterrey is seeking an entry-level Customer Service professional who responds to customer calls, documents procedures, collects data, and provides information to resolve issues. Escalates complex issues to more experienced staff or management.

You will provide high-quality support to Carrier's internal and distributor networks, document interactions, and follow established processes while adapting communication to customer needs.

Qualifications

• High school diploma or equivalent required.
• Bilingual English and Spanish
• Proficiency with call center systems.
• Strong verbal and written communication skills with the ability to interact effectively across departments and customer groups.
• Demonstrated analytical ability to interpret customer data and identify trends.
• Strong ability to collaborate, prioritize, and manage multiple tasks in a fast-paced environment.

Responsibilities

• Resolve inbound calls and cases addressing customer inquiries efficiently while ensuring a positive customer experience.
• Confers with customers that contact the organization by telephone or electronically to provide information about organization products or services, discuss customer accounts, and obtain or address customer complaints.
• Responds to call or emails to customers to provide follow-up on inquiries.
• Generates documentation and solves customer issues/requests/complaints in accordance with procedures, and when required, redirects queries to appropriate department or personnel.
• Provides references to customers to publications of materials and secondary sources of information.

Skills

Bilingual English and Spanish

Call center systems proficiency

Verbal and written communication

Analytical abilities

Multitasking in fast-paced environment

Education

High school diploma or equivalent

Job description

Carrier Global Corporation in Monterrey is seeking an entry-level Customer Service professional who responds to customer calls, documents procedures, collects data, and provides information to resolve issues. Escalates complex issues to more experienced staff or management.

You will provide high-quality support to Carrier's internal and distributor networks, document interactions, and follow established processes while adapting communication to customer needs.