FBS - Bilingual Customer Care Agent (Contact Center)

Capgemini; Ciudad de México; Híbrido; MXN 167.000 - 279.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Flexible work arrangements

Private Health Insurance

Pension Plan

Paid Time Off

Training & Development

Descripción de la vacante

Capgemini, acting on behalf of a major U.S. insurer client, seeks a Customer Care Agent to support agents through submission and service processes. You will coordinate information, provide timely updates, and ensure requests progress through established workflows.

You will join a growing team from the ground up, contributing to meaningful work and building a long-term career in a dynamic, collaborative environment. A flexible schedule is required for this role.

Formación

• 1-3 years of experience in Customer Service, Call Center, Operations, or a related field.
• Strong English communication skills, both written and verbal.
• Experience in a high-volume, process-driven environment; insurance or regulated industries is a plus.
• Comfortable using CRM systems, workflow tools, and other business applications.
• Strong organization, attention to detail, and ability to manage multiple priorities.
• Customer-focused, proactive, and able to follow established processes while elevating when needed.

Responsabilidades

• Serve as a key point of contact for agents, providing updates, gathering information, and coordinating next steps.
• Manage follow-ups, documentation, and submissions to keep requests moving efficiently.
• Execute high-volume workflows using established processes, maintaining accuracy and service quality.
• Maintain records and activity updates in CRM and workflow systems.
• Partner with Internal teams such as Underwriting, Claims, and Policy Support to coordinate requests and resolve issues.
• Handle agent inquiries professionally, escalating matters requiring specialized/licensed expertise.

Conocimientos

Customer Service

Call Center

Operations

CRM Systems

Workflow Tools

Multitasking

Herramientas

CRM

Workflow Tools

Descripción del empleo

Our Client is one of the United States' largest insurers, providing a wide range of insurance and financial services products with gross written premiums well over US$25 Billion (P&C). They proudly serve more than 10 million U.S. households with more than 19 million individual policies across all 50 states through the efforts of over 48,000 exclusive and independent agents and nearly 18,500 employees. Finally, our Client is part of one the largest Insurance Groups in the world.

About The Role

As a Customer Care Agent professional, you'll play an important role in supporting agents throughout the submission and service process. You'll serve as a key point of contact, providing timely communication, coordinating follow-ups, gathering information, and ensuring requests move efficiently through established workflows.

This is a unique opportunity to join a growing team from the ground up, contribute to meaningful work, and build a long-term career in a dynamic, collaborative, and supportive environment.

Schedule: Must be available to work a flexible schedule.

What You’ll Do

• Serve as a key point of contact for agents, providing updates, gathering information, and coordinating next steps
• Manage follow-ups, documentation, and submissions to keep requests moving efficiently
• Execute high-volume workflows using established processes, while maintaining accuracy and service quality
• Maintain accurate records and activity updates in CRM and workflow systems
• Partner with internal teams such as Underwriting, Claims, and Policy Support to coordinate requests and resolve issues
• Handle agent inquiries professionally, escalating matters that require specialized or licensed expertise

Requirements

• 1-3 years of experience in Customer Service, Call Center, Operations, or a related field
• Strong English communication skills, both written and verbal
• Experience working in a high-volume, process-driven environment; insurance or other regulated industries is a plus
• Comfortable using CRM systems, workflow tools, and other business applications
• Strong organization, attention to detail, and ability to manage multiple priorities
• Customer-focused, proactive, and comfortable following established processes while knowing when to elevate

Benefits

• Competitive salary and performance-based bonuses
• Comprehensive benefits package
• Career development and training opportunities
• Flexible work arrangements (remote and/or office-based)
• Dynamic and inclusive work culture within a globally renowned group
• Private Health Insurance
• Pension Plan
• Paid Time Off
• Training & Development

By applying for this position, candidates acknowledge and agree that:

• Personal Data Processing: The personal data provided during the recruitment and selection process will be collected, processed, and retained for legitimate recruitment and compliance purposes, in accordance with applicable data protection and privacy laws and FBS internal policies
• Legal Authorization to Work: Employment with FBS is conditional upon the candidate having valid, local legal authorization to work in the country where the role is based at the time of hire. FBS does not sponsor or obtain work authorization unless explicitly stated
• Exclusivity of Employment and Conflict of Interest: Upon acceptance of an offer and during employment with FBS, employees will not be permitted to engage in parallel employment, professional activities, or paid work for other entities. Any ownership, partnership, directorship, or participation in other businesses or companies must be fully disclosed and formally reviewed in accordance with FBS internal conflict‑of‑interest and external engagement policies prior to the start date or as soon as such circumstances arise

Failure to comply with these conditions may impact the hiring decision or employment continuation.