Bilingual Customer Service Representative - Seasonal

Cscgeneration 2; Estado de México; Presencial; MXN 167.000 - 234.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Seasonal contract

Home office

Full equipment provided

100% paid training

Law benefits from day one

Descripción de la vacante

CSC Generation is seeking a Customer Service Representative to serve as the frontline for inquiries, handling bilingual calls in English and Spanish and creating service tickets for every interaction.

You will maintain records, follow up for status updates, and ensure timely resolutions in line with SLAs while delivering a high level of service and customer care.

Formación

• High school diploma or equivalent required.
• Bilingual proficiency in English and Spanish with excellent communication skills.
• Strong computer skills and ability to navigate multiple systems.
• Ability to work in fast-paced environment with attention to detail.
• Problem-solving and empathetic customer handling.

Responsabilidades

• Handle inbound customer calls, providing assistance in English and Spanish.
• Respond to inquiries about products, services, billing, and account issues.
• Ensure a ticket is created for every interaction using the ticketing system.
• Log detailed notes and customer information in the system.
• Diagnose and troubleshoot issues, escalate when needed.

Conocimientos

Bilingual English/Spanish

Customer service experience

Strong communication skills

CRM systems

Typing / computer skills

Educación

High school diploma or equivalent

Herramientas

Ticketing system

Descripción del empleo

Adventure is our Culture. Join a team that celebrates a lifestyle as bold as the terrain we love. At Backcountry, we are rooted in adventure, recognition, and wellbeing on and off the mountain. We spotlight employee stories, celebrate milestones, and offer exclusive outdoor perks. Whether you are at HQ, in a retail store, or remote, you will be part of a team that thrives on energy, exploration, and connection.

The Customer Service Representative I will serve as the front line of customer support, handling inbound calls in both English and Spanish. This role is responsible for providing excellent customer service, addressing inquiries, and ensuring that a service ticket is created for every customer interaction. The representative will maintain accurate records, follow up with customers as needed, and ensure timely resolution of issues while adhering to the company’s guidelines and service level agreements (SLAs).

Key Responsibilities

• Handle inbound customer calls, providing assistance and information in a professional and courteous manner.
• Respond to inquiries about products, services, billing, and account issues.
• Ensure that a ticket is created for every customer interaction using the ticketing system, logging detailed notes and customer information.
• Diagnose and troubleshoot customer problems, escalating complex issues to higher support levels as necessary.
• Maintain and update customer records in the system after each interaction.
• Follow up with customers to provide status updates and confirm issue resolution.
• Adhere to company policies, procedures, and quality standards for call handling and ticket creation.
• Meet performance metrics such as but not limited to call handling time, first call resolution, pieces per hour, and customer satisfaction.
• Collaborate with other team members and departments to ensure seamless customer service delivery.
• Participate in ongoing training and development to stay updated on product knowledge and customer service techniques.

Qualifications

• High school diploma or equivalent required.
• Bilingual proficiency in English and Spanish, with excellent verbal and written communication skills in both languages.
• Strong computer skills, with the ability to navigate multiple systems and databases.
• Ability to work in a fast-paced environment while maintaining attention to detail.
• Strong problem-solving skills and the ability to handle difficult customer situations with empathy and patience.

Desired Skills

• Enthusiastic/Knowledge about outdoor activities.
• Previous experience in handling inbound customer calls.
• Familiarity with service ticket creation and tracking.
• Strong organizational and multitasking skills.
• Ability to meet performance targets and work effectively under pressure.
• Team player with a positive attitude and a customer-first mindset.

What we offer:

• SEASONAL agreement for peak season. (3 months)
• Full time $15,000 MXN monthly gross salary.
• $3,000 MXN Productivity Bonus Per month.
• $3,000 MXN Seasonal Bonus Per Month
• Law benefits since day one.
• Home office.
• Full equipment provided.
• 100% paid training.
• Schedule window (8 am - 8 pm).
• 10-hour shift (8 am - 6 pm / 9 am - 7 pm/10 am - 8 pm).
• 1 hour Lunch - 2 breaks of 15 minutes each.
• Two days off (Tue–Wed or Wed–Thu / Fri-Sat / Sat-Sun/ Sun-Mon).
• Total Pass.
• Only for CDMX and Edo. de Mex.

* This benefit applies only upon completion of the seasonal contract.

CSC Generation is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law.

The CSC Generation family of brands is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need assistance or accommodation due to a disability, please contact [e-mail].