Bilingual Customer Service Specialist — Payments & Solutions

Genesis BPO LLC; Ciudad de México; Presencial; MXN 17.000 - 21.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Productivity bonus

Statutory benefits from day one

Descripción de la vacante

Genesis BPO LLC in Mexico City is hiring a Customer Service Specialist (Bilingual EN/ES). You will handle inbound calls, chats, emails, and voicemails, delivering a high-quality experience across channels while resolving payments and account questions.

The ideal candidate has 1+ year of customer service in a call center or BPO, fluent written English and Spanish, strong spelling, and comfort with multiple systems. Zendesk and Five9 experience is a plus.

Formación

• Minimum 1+ year of customer service experience in a call center or BPO.
• Bilingual English and Spanish required (spoken and written).
• Strong written communication and spelling.
• Comfortable with payment and account balance calculations.
• High school diploma required.

Responsabilidades

• Handle inbound calls, chats, emails, and voicemails, delivering a consistent, high-quality experience across every channel.
• Resolve customer concerns around payments, balances, and payment plans — and follow up on open issues through to resolution.
• Verify customer identity and accurately document every interaction and transaction.
• Identify and escalating complex issues to the right team.
• Build deep product knowledge so you can offer the best alternatives and solutions.
• Meet and exceed your KPIs (quality, handle time, first-contact resolution).

Conocimientos

Bilingual EN/ES

Customer service

Payments calculations

Written communication

Multitasking

Attention to detail

Educación

High school diploma (completed)

Herramientas

Zendesk

Five9

Descripción del empleo

Genesis BPO LLC in Mexico City is hiring a Customer Service Specialist (Bilingual EN/ES). You will handle inbound calls, chats, emails, and voicemails, delivering a high-quality experience across channels while resolving payments and account questions.

The ideal candidate has 1+ year of customer service in a call center or BPO, fluent written English and Spanish, strong spelling, and comfort with multiple systems. Zendesk and Five9 experience is a plus.