Bilingual Contact Center Agent (English/Spanish)

Carrier; Monterrey; On-site; MXN 134,000 - 201,000; Full time

Job summary

Carrier is seeking an entry-level Customer Service professional in Monterrey to respond to customer calls, document procedures, collect data, and provide information to resolve issues. The role includes escalation of complex cases, collaboration with multiple teams, and maintaining accurate records of interactions.

The position requires a high school diploma, bilingual English/Spanish, and proficiency with call center systems.

Qualifications

• High school diploma or equivalent.
• 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.
• Confer 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.
• Manages and maintains a record of customer interactions or transactions; records details of inquiries, complaints, comments, and actions taken to facilitate future needs in trainings and improvements in customer services.
• Confers with production, sales, shipping, warehouse, or other personnel to expedite or trace shipments.
• May promote products/services to ensure business targets are met.
• May provide after-sales support for client contracts to ensure customers satisfactions are met.
• Provide high-quality support to Carrier’s internal & distributor Networks, dealers, and end-users.
• Document customer interactions in the appropriate systems and maintain accurate, up-to-date records.
• Follow call flow guidance and established processes while adapting communication to individual customer needs.
• Supply customers with accurate warranty information.
• Assist in navigating warranty processes using organizational and product knowledge to provide helpful and accurate guidance.
• Conduct timely follow-up and processing of cases/claims, ensuring clear communication and adherence to operational standards.
• Deliver correct and timely information regarding Carrier products, policies, and procedures.
• Meet individual and team performance goals, including call handling time, quality scores, and customer satisfaction metrics.
• Escalate advanced or unresolved issues to senior team members or management as needed.
• Participate in training and development to expand product knowledge and improve service capabilities.
• Collaborate with peers and cross-functional teams to provide effective solutions to customer challenges.
• Assist in creating, reviewing, and updating Standard Work Instructions (SWIs) and other operational documentation.

Skills

Bilingual English and Spanish

Strong verbal and written comms

Analytical ability to interpret data

Collaborate and multitask

Education

High school diploma or equivalent

Tools

Call center systems

Job description

Carrier is seeking an entry-level Customer Service professional in Monterrey to respond to customer calls, document procedures, collect data, and provide information to resolve issues. The role includes escalation of complex cases, collaboration with multiple teams, and maintaining accurate records of interactions.

The position requires a high school diploma, bilingual English/Spanish, and proficiency with call center systems.