Bilingual CS Specialist (EN/ES) - Payments & Support

Genesis Management LLC.; Ciudad de México; Presencial; MXN 193.000 - 231.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Productivity bonus

Attendance bonus

Monthly grocery vouchers

Statutory benefits from day one

Company-paid uniforms upon permanent契

Descripción de la vacante

Genesis Management LLC. in Mexico City (Polanco) is hiring a Customer Service Specialist (EN/ES) for on-site, full-time work. The role pays 19,000 MXN per month plus performance bonuses and operates Monday–Friday, 7:00 AM–4:00 PM CST (8:00 AM–5:00 PM DST).

You will handle calls, chats, emails, and voicemails, resolve payment-related concerns, verify identities, and document interactions with a focus on KPIs and quality.

Formación

• Bilingual English and Spanish required (written and spoken).
• 1+ years of customer service experience in a call center or BPO environment.
• Impeccable spelling and written communication.
• Strong multitasking across multiple systems and platforms.
• Solid numerical skills for payments, balances, and penalties.

Responsabilidades

• Handle inbound calls, chats, emails, and voicemails delivering high-quality experience across channels.
• Resolve customer concerns around payments, balances, and payment plans and follow up to resolution.
• Verify customer identity and document interactions and transactions accurately.
• Escalate complex issues to the appropriate team.
• Build product knowledge to offer the best alternatives and solutions.
• Meet and exceed KPIs (quality, handle time, first-contact resolution).

Conocimientos

Bilingual EN/ES

Educación

High school diploma

Herramientas

Zendesk

Five9

Descripción del empleo

Genesis Management LLC. in Mexico City (Polanco) is hiring a Customer Service Specialist (EN/ES) for on-site, full-time work. The role pays 19,000 MXN per month plus performance bonuses and operates Monday–Friday, 7:00 AM–4:00 PM CST (8:00 AM–5:00 PM DST).

You will handle calls, chats, emails, and voicemails, resolve payment-related concerns, verify identities, and document interactions with a focus on KPIs and quality.