Customer Service Associate (MX-Based Remote)

compassexperiencelabs; México; Remote; MXN 180,000 - 240,000; Full time

Benefits offered by this job

Fully remote

Fixed weekends off

Paid holidays

Vacation leave

Growth opportunities

Customer-focused team

Job summary

Compass Experience Labs, a remote-friendly BPO serving brands in the coffeespace, is seeking a Customer Service Associate in Mexico. You will handle inquiries via phone, chat, and email, helping customers have a seamless experience and resolving issues with empathy and efficiency.

Join a fast-growing team focused on exceptional customer experiences, with weekends off and a schedule aligned to PST. Prior call center experience and strong English skills are a must.

Qualifications

• 2+ years of call center or contact center experience.
• Strong verbal and written English communication.
• Excellent customer service and interpersonal skills.
• Ability to handle inquiries in a fast-paced environment.
• Willingness to work 8:00 AM–5:00 PM PST, 5 days/week with fixed weekends off.

Responsibilities

• Provide exceptional customer service through phone, chat, email and other channels.
• Respond to questions, concerns and requests professionally and efficiently.
• Assist customers with orders, products, accounts and general inquiries.
• Listen actively to identify the best solution for each customer.
• Document interactions accurately in the systems and follow processes.

Skills

Call center experience

English proficiency

Customer service

Active listening

Problem solving

Multi-system navigation

Remote work setup

Job description

MEET COMPASS

We are a full service BPO that partners with brands to power growth through exceptional customer experience. Our founders were trailblazers in the eComm industry. When they couldn’t find a customer service partner that was as innovative as they were, they built it. Many companies view their customer care as a cost center, but we believe it can be so much more! If you delight the customer, listen to their feedback, and use their insights to gather data about products and offerings, customer care can have a strategic role in growing a business.

About the Opportunity

Work Setup: Remote –Mexico (Anywhere within Mexico)
Schedule: 8:00 AM – 5:00 PM PST, 5 days a week
Days Off: Fixed weekends off
Industry: Specialty Coffee & Beverage Retail

We’re looking for Customer Service Associates to join the customer support team of a fast-growing specialty coffee and beverage retail company with a strong focus on customer experience, community, and great products.

As a Customer Service Associate, you’ll be part of a team that helps customers have a seamless and positive experience—from answering questions and resolving concerns to providing friendly and knowledgeable support.

If you have call center experience, enjoy helping people, and thrive in a fast-paced customer-focused environment, we’d love to hear from you!

What You’ll Do

• Provide exceptional customer service through phone, chat, email, and other support channels
• Respond to customer questions, concerns, and requests professionally and efficiently
• Assist customers with orders, products, accounts, and general inquiries
• Listen actively and identify the best solution for each customer
• Handle customer concerns with empathy, patience, and a positive attitude
• Resolve issues while maintaining a high standard of customer experience
• Accurately document customer interactions in the appropriate systems
• Follow established processes, policies, and service standards
• Collaborate with team members and other departments to resolve customer concerns
• Help create a friendly, positive, and memorable customer experience

What We’re Looking For

Required:

• 2+ yrs previous call center / contact center experience
• Strong verbal and written English communication skills
• Excellent customer service and interpersonal skills
• Strong problem-solving and active listening abilities
• Comfortable handling customer inquiries in a fast-paced environment
• Ability to navigate multiple systems and applications
• Strong/Reliable Internet wired connection and a quiet remote - work environment (with an uninterrupted power source/back up Internet/Power)
• Willingness to work the required 8:00 AM–5:00 PM PST schedule
• Availability to work 5 days per week with fixed weekends off

Technology Requirements

• A licensed Windows computer with a serial number is the only computer we will accept for this position. We do not allow customized or jailbroken homemade devices.
• Applicants must have strong wired internet connection to support systems and possess a Windows Computer with a working webcam.
• All agents must have a working camera to be used during all training sessions, meetings, 1:1 huddles, any company related discussions, etc.
• Agents must have a working headset with a microphone, speakers are not permitted for us while on calls.
• Agents must be willing to have Crowdstrike be installed in their personal computer/laptop
• All agents will be required to install third-party software in order to run the screen capture module:
  • Screen Capture Module l Microsoft Windows Installer 2.0 or later. l Microsoft Visual C++ 2019 Redistributable 32-bit. l Microsoft .NET Framework 4.6.2or 4.7.x
• All agents will be required to download DUO Mobile on their mobile phones for multi-factor authentication.
• Download speed must be at least 25 MBPS with latency (RTT) of <200ms.
• Processor: Intel Core i7 with 500 GB HDD / AMD Ryzen 7
• RAM: 16 GB

Why Join Us?

• Fully Remote Work Setup – Enjoy the flexibility and convenience of working from home.
• Fixed Weekends Off – Maintain a consistent schedule with weekends off.
• Paid Holidays – Enjoy paid time off during designated company and public holidays.
• Vacation Leave – Enjoy paid vacation leave with additional days based on tenure.
• Growing U.S. Specialty Coffee & Beverage Business – Gain exposure to a growing U.S.-based retail business.
• Customer-Focused & Energetic Team – Work with a collaborative team that values great customer experiences.
• Growth & Development Opportunities – Build and strengthen your experience in customer service, retail support, and U.S. operations.

Ready to Join the Team?

If you’re a customer service professional who enjoys helping people, solving problems, and bringing positive energy to every interaction, we want to hear from you!