Bilingual Customer Support Agent – Hybrid Role

New Comienzos; Ciudad de México; Híbrido; MXN 202.000 - 304.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work model

Three onsite days per week

Base salary MXN 18,100/mo

Guaranteed monthly bonus

Bilingual allowance

Descripción de la vacante

New Comienzos in Mexico City is seeking a Bilingual Customer Support Agent for a hybrid role serving U.S. customers. You will handle inbound calls, resolve inquiries, and promote products while maintaining high service standards.

The role requires English and Spanish fluency, a high school diploma, and comfort with multiple systems. Three onsite days weekly, flexible shifts including weekends; base MXN 18,100 with bonuses and bilingual allowance.

Formación

• Advanced spoken and written English and Spanish.
• High school diploma or equivalent.
• Strong verbal communication and active-listening skills.
• Ability to communicate with U.S.-based customers.
• Positive, professional demeanor under pressure.
• Strong computer skills and multi-system navigation.
• Attention to detail, accuracy, and problem solving.
• Ability to handle confidential information with integrity.
• Reliable attendance and schedule adherence.
• Flexible shifts, including weekends and holidays when required.

Responsabilidades

• Manage a high volume of inbound customer calls in a fast-paced environment.
• Understand customer needs and provide personalized solutions.
• Assist with account inquiries, statements, payments, and updates.
• Recommend relevant products, services, and enrollment opportunities.
• Build loyalty through active listening and consultative communication.
• Use tools and resources to resolve concerns on first contact when possible.
• Protect confidential customer information.
• Follow regulatory, compliance, servicing, and sales guidelines.
• Meet performance standards: quality, productivity, customer satisfaction, and sales goals.
• Take ownership of every interaction from start to finish.

Conocimientos

Bilingual English/Spanish

Excellent communication

Customer service experience

Time-zone adaptability

Educación

High school diploma or equivalent

Herramientas

CRM systems

MS Office / Google Workspace

Descripción del empleo

Bilingual Customer Support Agent – Hybrid Role

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.