Bilingual Customer Service Professional-Hybrid

New Comienzos; Ciudad de México; Presencial; MXN 202.000 - 234.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work arrangements

Performance incentives

Professional training

Well-being resources

Confidential counseling and employee‑a

Internal growth opportunities

Descripción de la vacante

New Comienzos, a bilingual customer service role supporting the U.S. market, is seeking a professional in Mexico City for a full-time, hybrid position. You will handle high-volume inbound calls, resolve inquiries, and recommend solutions while delivering outstanding service.

The role requires fluency in English and Spanish, strong communication skills, and comfort working across multiple systems in a fast-paced environment. Three onsite days per week and flexible scheduling apply.

Formación

• Advanced English and Spanish fluency in speaking and writing.
• High school diploma or equivalent.
• Strong verbal communication and active listening.
• Ability to work with U.S.-based customers professionally.
• Positive attitude under pressure.
• Strong computer skills across multiple systems.
• Detail-oriented with strong problem-solving.
• Ability to handle confidential information with integrity.
• Reliable attendance and schedule adherence.
• Flexible shifts including weekends/holidays when required.

Responsabilidades

• Handle high volume inbound calls in a fast-paced setting.
• Identify customer needs and offer personalized solutions.
• Assist with account inquiries, payments, and updates.
• Recommend products, services, and enrollment opportunities.
• Build loyalty through active listening and empathy.
• Use tools to resolve issues on first contact when possible.
• Protect confidential customer information.
• Follow regulatory and sales guidelines.
• Meet performance standards in quality, productivity, satisfaction, and sales.
• Own each interaction from start to finish.

Conocimientos

English & Spanish fluency

Verbal communication

Active listening

Computer skills

Attention to detail

Confidential data handling

Attendance & schedule adherence

Flexible shifts

Educación

High school diploma or equivalent

Descripción del empleo

Bilingual Customer Service Professional – U.S. Market / Hybrid

Location: Mexico City, CDMX
Work Model: Hybrid — three days per week onsite
Employment Type: Full-time
Schedule: Flexible availability required Monday through Sunday, between 6:00 a.m. and 12:00 a.m.

Position Overview

We are seeking bilingual customer service professionals to support customers in the U.S. market on behalf of a leading global financial services organization.

In this role, you will provide exceptional service, resolve account-related inquiries, recommend personalized solutions, and help strengthen long‑term customer relationships. The ideal candidate communicates naturally in English and Spanish, works confidently in a fast‑paced environment, and is committed to delivering an outstanding customer experience.

Key Responsibilities

• Manage a high volume of inbound customer calls in a structured, fast‑paced environment.
• Understand each customer’s needs and provide personalized solutions.
• Assist with account inquiries, statements, payments, card replacements, rewards redemptions, and account updates.
• Recommend relevant products, services, benefits, and enrollment opportunities.
• Build customer loyalty through active listening, empathy, and consultative communication.
• Use available tools and resources to resolve customer concerns during the first interaction whenever possible.
• Protect confidential customer and account information.
• Follow all regulatory, compliance, servicing, and sales guidelines.
• Meet established performance standards, including quality, productivity, customer satisfaction, compliance, and sales goals.
• Take ownership of every customer interaction from beginning to end.

Required Qualifications

• Advanced spoken and written English and Spanish.
• High school diploma or equivalent.
• Strong verbal communication and active‑listening skills.
• Ability to communicate naturally and professionally with U.S.-based customers.
• Ability to remain positive and professional during challenging or stressful situations.
• Strong computer skills and the ability to navigate multiple systems simultaneously.
• Excellent attention to detail, accuracy, and problem‑solving abilities.
• Ability to manage confidential and sensitive customer information with integrity.
• Reliable attendance, punctuality, and schedule adherence.
• Availability to work flexible shifts, including weekends and holidays when required.

Preferred Qualifications

• Previous experience in customer service, call centers, financial services, hospitality, travel, or consultative sales.
• Experience recommending products or solutions based on customer needs.
• Strong relationship‑building and customer‑retention skills.
• Ability to adapt your communication style to different personalities and situations.
• Experience working with performance goals or customer‑service metrics.

Work Environment

• Full‑time hybrid position.
• Three onsite workdays per week in Mexico City.
• Work location near Avenida Patriotismo.
• Shift assignments will be based on operational requirements.
• Candidates must have reliable transportation and the ability to comply with the onsite schedule.

Benefits

Eligible employees may receive:

• Competitive base salary.
• Performance‑based incentives.
• Hybrid work arrangements.
• Professional training and career‑development opportunities.
• Physical, financial, and mental well‑being resources.
• Confidential counseling and employee‑support programs.
• Opportunities for internal growth and advancement.

Application Requirements

Candidates should submit:

• An updated résumé in English.
• Current contact information.
• Employment history covering the past five years.
• Confirmation of English proficiency and schedule availability.

Selected candidates may be required to complete interviews, language assessments, and a background verification process. Any employment offer will be contingent upon the successful completion of all applicable screening requirements.

Base Salary: MXN $18,100 gross per month

Guaranteed Monthly Bonus: MXN $5,504 provided through two benefit cards (grocery and restaurant), deposited once per month during the second payroll period.

Bilingual Allowance: MXN $1,491 beginning in the first month.

Performance Bonus: MXN $2,138 beginning after six months of employment.