Contact Center Representative

U.S. Embassy & Consulates in France; Ciudad de México; On-site; MXN 257,000 - 314,000; Full time

Job summary

Embassy Mexico City seeks a Contact Center Representative to provide first-level support across in-person and remote channels (phone, email, chat, self-service). You will triage tickets, troubleshoot Tier 0/1 issues, and handle incidents following established processes.

You may assist with loaned equipment, VIP support, and admin tasks including time reports. The role requires English and Spanish proficiency, the ability to begin within ~4 weeks, and eligibility for a security certificate.

Qualifications

• Experience in customer service or office administration (1 year minimum).
• Two years of university studies or college certificate, or equivalent.
• Three years of experience with High school completion (Option 2).
• Good working knowledge of English and Spanish (level 3).

Responsibilities

• Respond to customer inquiries in person and via telephone, email, chat, and self-service forms.
• Provide first-level IT and account issue triage and resolve incidents per targets.
• Admin duties include maintaining contact databases, VIP support, and managing mobile plans.

Skills

Customer service

Office administration

Education

Two years of university studies or college certificate

High school

Job description

Announcement Number: MexicoCity-2026-109S Hiring Agency: Embassy Mexico City Position Title: Contact Center Representative‑ Open to: All interested applicants (A55805 - A55809) Open Period: 09/25/2026 -10/12/2026 Format MM/DD/YYYY Vacancy Time Zone: GMT-6 Series/Grade: LE - 1832 6 Salary: MXN $285,374.5/Per Year Work Schedule: Full‑time - The work schedule for this position is: Full Time (40 hours per week). Promotion Potential: LE-6

Duty Location(s): 2 Vacancyin
Mexico City, MX Telework Eligible: No For More Info: Alicia Cedillo
5525792000
[e-mail]

Overview

Hiring Path: • Open to the public
Who May Apply/Clarification From the Agency: • All Interested Applicants / All Sources

Security Clearance Required: Public Trust - Background Investigation Appointment Type Permanent Appointment Type Details: Indefinite subject to successful completion of probationary period. Marketing Statement:

EQUAL EMPLOYMENT OPPORTUNITY (EEO): The U.S. Mission provides equal opportunity and fair and equitable treatment in employment to all people without regard to race, color, religion, sex, national origin, age, disability, political affiliation, marital status, or sexual orientation.

Summary: The U.S. Mission in Mexico is seeking eligible and qualified applicants for the Contact Center in the Diplomatic Technology office.

Supervisory Position: No Relocation Expenses Reimbursed: No Travel Required: Not Required

The Contact Center Representative (CCR) is responsible for front‑line response to both internal and external customer queries, both in person and through remote channels such as telephone, email, chat, and self‑service request forms. Provide first level support to the customer, perform ticket triage, troubleshoot Tier 0/1 technical and account issues, and handle resulting incidents and service requests using the incident management and request fulfillment processes in line with established targets and objectives.

In addition to IT‑related calls, the Contact Center Representative will ensure that all incoming telephone calls which are not fully routed by the Mission Mexico and post San Jose telephone auto attendant are answered in priority order and responds to general inquires, routing calls to the correct service provider, call group, or extension. Responsible for issuing loanable property, including laptops, mobile phones, radios, and tablets, and provide ad‑hoc training to users. Perform administrative duties which may include maintaining contact databases, supporting VIPs and visitors, activating/deactivating/modifying mobile plans and service, and preparing and submitting time and attendance reports. Participate in Diplomatic Technology (DT) initiatives as assigned.

All selected candidates must be able to obtain and hold a security certificate. All selected candidates will be subject to a backgroundinvestigation and may be subject to a pre‑employment medical exam.

Selected candidate must be able to begin working within a reasonable period of time (4 weeks) upon receipt of agency authorization and/or clearances/certifications or their candidacy may end.

Requirements:

All selected candidates must be able to obtain and hold a security certificate. All selected candidates will be subject to a backgroundinvestigation and may be subject to a pre‑employment medical exam.

Selected candidate must be able to begin working within a reasonable period of time (4 weeks) upon receipt of agency authorization and/or clearances/certifications or their candidacy may end.

Education Requirements: See the requirement section below for the education requirements.

Please address this factor in your ERA application under Education.

• You will be evaluated against the qualifications and requirements in this vacancy announcement.
• You may be asked to complete a pre‑employment language or skills test.
• You must complete the application form and provide the required documents.
• Your application must address all the position qualifications and requirements including education, experience, language, and any knowledge/skills/abilities listed. If you fail to submit a complete application, then your application may be disqualified for this position.

Qualifications

Requirements: FOR THE EXPERIENCE AND EDUCATION REQUIREMENTS APPLICANTS MUST MEET EITHER OPTION 1 OR OPTION 2 TO QUALIFY.

Option 1

EXPERIENCE: a minimum of one (1) year working experience in customer service or office administration.

EDUCATION: Two years of University studies (50% of educational credits) or College certificate.

Option 2

EXPERIENCE: a minimum of three (3) years of experience in customer service or office administration.

EDUCATION: Completion of High school.

Language: Level 3 - Good working knowledge of English and Spanish are required (this may be tested).

How to Meet the English and Spanish Language Requirement

• Self‑Certification in ERA (Mandatory) All applicants must self‑certify their language(s) proficiency when filling out their job application in the ERA system.
• Language Testing (If Applicable) If you meet the Education and Experience requirements and do not submit a language test score (submission is optional), you will be scheduled for English language testing as part of the recruitment process. Applicants who do not achieve the required score will not be able to continue in the selection process.
• Submission of Existing Test Scores (Optional) Applicants who already possess a valid English / Spanish language test score may upload the results in the Documents section of the ERA application.

• Good working knowledge level scores are valid for up to (5) five years from the test date.
• Mission Mexico employees may submit their current (PD) Position Description instead of language test results when the language requirement of their position is identical to the advertised position.

Applicants may optionally submit one of the following accepted test results:

• TOEIC Listening & Reading: Good Working Knowledge: 655
• TOEFL ITP: Good Working Knowledge: 520
• TOEFL iBT: Good Working Knowledge: 68
• IELTS: Good Working Knowledge: 6.0
• Cambridge CEFR: Good Working Knowledge: B2
• Duolingo: Good Working Knowledge: 90
• Stratcomm : Good Working Knowledge: 66% - 100%
• National Foreign Affairs Training Center (NFATC): Good Working Knowledge: 2

• Stratcomm U.S. Mission to Mexico Spanish Test (Min. score for Good Working Knowledge is 66%)
• National Foreign Affairs Training Center (NFATC) ( Min. score for Good Working Knowledge is 2).

Please address this language requirement in your ERA application.

Skills And Abilities (these may be tested)

Proficiency in voice and video conferencing and chat applications. Proficiency in typing and navigating a keyboard efficiently. Competency in office productivity suites such as Microsoft 365, Google Workspace, and OpenOffice. Possess strong problem‑solving and communication skills that support working with people of different cultural backgrounds, language, technical knowledge, and seniority who may be encountering a crisis or emergency.

Ability to research technical topics. Use information to conduct ad‑hoc customer training and create supporting materials to educate mission users on technical issues. Attention to detail and ability to work independently.

Please address this factor in your ERA application under Major Duties and Responsibilities.

The U.S. Mission offers a competitive compensation and benefits package for local employees:

• Merit Based Compensation (Performance Related Pay awards).
• Bi‑weekly salary payments.
• Gross salary breakdown including benefits and cash allowances:
  • Base salary
  • Social Welfare Allowance
  • Savings Allowance
  • Meal Allowance
  • Transport Allowance
  • Profit Sharing Allowance
• Annual Christmas bonus (aguinaldo), and vacation bonus.
• US and Mexican holidays (20 per year approximately).
• 17 days of vacation per year. Increases progressively.
• Affiliation to IMSS, AFORE and INFONAVIT.
• Private Medical and Life insurance.
• On‑site Gym.
• Training Opportunities and more.

For Eligible Family Member (EFM) applicants, benefits should be discussed with the HR Office. The pay plan is assigned by the HR Office and confirmed by Washington, D.C.

Benefits

Agency Benefits:

The U.S. Mission offers a competitive compensation and benefits package for local employees:

• Merit Based Compensation (Performance Related Pay awards).
• Bi‑weekly salary payments.
• Gross salary breakdown including benefits and cash allowances:
  • Base salary
  • Social Welfare Allowance
  • Savings Allowance
  • Meal Allowance
  • Transport Allowance
  • Profit Sharing Allowance
• Annual Christmas bonus (aguinaldo), and vacation bonus.
• US and Mexican holidays (20 per year approximately).
• 17 days of vacation per year. Increases progressively.
• Affiliation to IMSS, AFORE and INFONAVIT.
• Private Medical and Life insurance.
• On‑site Gym.
• Training Opportunities and more.

For Eligible Family Member (EFM) applicants, benefits should be discussed with the HR Office. The pay plan is assigned by the HR Office and confirmed by Washington, D.C.

Other Information

HIRING PREFERENCE SELECTION PROCESS:

A hiring preference is extended to eligible and qualified applicants in the order listed below. It is essential you accurately describe your status in your application, failure to do so may result in a determination that you are not eligible for a hiring preference.

HIRING PREFERENCE ORDER

• Appointment Eligible Family Member (AEFM) / U.S. citizen Eligible Family Member (USEFM) who is a preference‑eligible U.S. Veteran*
• AEFM / USEFM
• Foreign Service (FS) on Leave without Pay (LWOP) and Civil Service (CS) with reemployment rights **

* IMPORTANT: US citizen Eligible Family Member (USEFM) applicants who claim status as a preference‑eligible U.S. Veteran must submit a copy of their most recent DD‑214 (“Certificate of Release or Discharge from Active Duty”) preferably Member Copy 4, Letter from Veterans’ Affairs which indicates the present existence of a service‑connected disability, equivalent documentation, or certification. A “certification” is any written document from the armed forces that certifies the service member is expected to be discharged or released from active duty service in the armed forces under honorable conditions within 120 days after the certification is submitted by the applicant. The certification letter should be on letterhead of the appropriate military branch of the service and contain (1) the military service dates including the expected discharge or release date; and (2) the character of service. Acceptable documentation must be submitted in order for the preference to be given.

** This level of preference applies to all FS employees on LWOP and CS with re‑employment rights back to their agency or bureau.

For complete definitions of AEFM, USEFM, EFM, Member of Household, etc., please visit the 3 FAM 7210 Definitions.

ADDITIONAL EMPLOYMENT CONSIDERATIONS

• Current employees who used a hiring preference to gain employment who are within their first 90 calendar days of employment are not eligible. This does not apply when the hiring mechanism is TEMP or the work schedule is intermittent or irregular.
• Candidates with a hiring preference who have already accepted a conditional offer of employment may NOT be extended a second conditional offer of employment unless and until they withdraw their candidacy for the first position in writing.

The following apply to Locally Employed (LE) staff only:

• Current employees serving a probationary period are not eligible.
• Current employees with an Overall Summary Rating of Needs Improvement, Unsatisfactory, or an MBC score of less than 100 points on their most recent Employee Performance Report are not eligible.
• Current employees who have less than six months in their current position are not eligible to apply.

Please note that if you have created an account in the past, and you do not remember your password, you may use the "Forgot Password?" option to create a new password using your answers to the security questions. If your account is blocked, or you have forgotten your answers to the security questions, please send an e‑mail to the contact at the top of this announcement to request a password reset.

Please address all relevant experience, education, language skills (including English), and job related skills or requirements in your application.

You may edit your application any time before the vacancy closing date. If you fail to submit a complete application bythe vacancy closing date of this vacancy, then your application may be disqualified for this position.

For a copy of the complete position description, please click here to read the details listing all of the duties, responsibilities, required qualifications, etc.

To request a reasonable accommodation, please contact the HR Office.

Required Documents

Documents Required to All Applicants:

• MANDATORY - Certification of your