Entry-Level Bilingual Contact Center Agent (English/Spanish)

Carrier Global Corporation; Monterrey; Hybrid; MXN 201,000 - 268,000; Full time

Job summary

Carrier Global Corporation is seeking an entry-level Customer Service professional in Monterrey who will respond to customer calls, document procedures, collect data, and provide information to resolve issues. Escalation to senior staff or management occurs for complex problems.

You will help ensure accurate records and a positive customer experience across channels. Responsibilities include handling inquiries, following defined call flows, and coordinating with internal teams to expedite

Qualifications

• High school diploma or equivalent.
• Bilingual English and Spanish.
• Proficiency with call center systems.
• Strong verbal and written communication.
• Demonstrated analytical ability to interpret customer data.
• Ability to collaborate, prioritize, and manage multiple tasks in a fast-paced environment.

Responsibilities

• Resolve inbound calls and cases addressing customer inquiries efficiently while ensuring a positive customer experience.
• Confers with customers by telephone or electronically to provide information about products or services and address complaints.
• Responds to calls or emails with timely follow-up on inquiries.
• Generates documentation and resolves issues per procedures, redirecting queries when needed.
• Maintains records of customer interactions and transactions for training and service improvements.
• Collaborates with production, sales, shipping, and warehouse to expedite shipments.
• Provide after-sales support to ensure customer satisfaction and meet targets.

Skills

Bilingual English/Spanish

Customer service

Verbal & written communication

Analytical ability

Education

High school diploma

Tools

Call center software

Job description

Carrier Global Corporation is seeking an entry-level Customer Service professional in Monterrey who will respond to customer calls, document procedures, collect data, and provide information to resolve issues. Escalation to senior staff or management occurs for complex problems.

You will help ensure accurate records and a positive customer experience across channels. Responsibilities include handling inquiries, following defined call flows, and coordinating with internal teams to expedite