Customer Service Specialist

Genesis Management LLC.; Ciudad de México; Presencial; MXN 193.000 - 231.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Productivity bonus

Attendance bonus

Monthly grocery vouchers

Statutory benefits from day one

Company-paid uniforms upon permanent契

Descripción de la vacante

Genesis Management LLC. in Mexico City (Polanco) is hiring a Customer Service Specialist (EN/ES) for on-site, full-time work. The role pays 19,000 MXN per month plus performance bonuses and operates Monday–Friday, 7:00 AM–4:00 PM CST (8:00 AM–5:00 PM DST).

You will handle calls, chats, emails, and voicemails, resolve payment-related concerns, verify identities, and document interactions with a focus on KPIs and quality.

Formación

• Bilingual English and Spanish required (written and spoken).
• 1+ years of customer service experience in a call center or BPO environment.
• Impeccable spelling and written communication.
• Strong multitasking across multiple systems and platforms.
• Solid numerical skills for payments, balances, and penalties.

Responsabilidades

• Handle inbound calls, chats, emails, and voicemails delivering high-quality experience across channels.
• Resolve customer concerns around payments, balances, and payment plans and follow up to resolution.
• Verify customer identity and document interactions and transactions accurately.
• Escalate complex issues to the appropriate team.
• Build product knowledge to offer the best alternatives and solutions.
• Meet and exceed KPIs (quality, handle time, first-contact resolution).

Conocimientos

Bilingual EN/ES

Educación

High school diploma

Herramientas

Zendesk

Five9

Descripción del empleo

We're Hiring: Customer Service Specialist (Bilingual EN/ES)

Polanco, Mexico City (on-site) | Full-Time $19,000 MXN/month + performance bonuses Monday–Friday, 7:00 AM–4:00 PM CST (8:00 AM–5:00 PM during Daylight Saving Time)

Every call, chat, and email is a chance to solve a problem and make someone's day easier. We're looking for a Customer Service Specialist who thinks on their feet, stays calm under pressure, and turns stressful moments into solved ones.

If you're organized, detail-oriented, and genuinely enjoy helping people — keep reading.

What You'll Do

• 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 escape 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)

What You Bring

• Bilingual proficiency in English and Spanish (B2+ spoken and written)
• 1+ years of customer service experience in a call center or BPO environment
• Impeccable spelling and written communication
• Confident multitasking across multiple systems and platforms
• Solid numerical skills — comfortable with payment, interest, and penalty calculations
• High school diploma (completed)

Bonus points for:

• Experience in financial services
• Familiarity with Zendesk and Five9

What We Offer

• Productivity bonus
• Attendance bonus
• Monthly grocery vouchers
• Statutory benefits from day one
• Company-paid uniforms upon permanent contract