Representante de Servicio al Cliente Bilingüe - Inbound y Soporte Técnico

Placements24; United States; Híbrido; USD 17.000 - 28.000; Jornada completa

Descripción de la vacante

Placements24 is seeking a Bilingual Customer Service Representative for a hybrid role in Mexico City. The position focuses on inbound support and basic technical assistance in Spanish and English, delivering a positive customer experience across channels.

You will handle inquiries, troubleshoot issues, and guide customers through product features while maintaining CRM records and contributing to service improvements. Prior CS or tech support experience is preferred.

Formación

• Fluency in both Spanish and English (written and spoken) is mandatory.
• Experience in a customer service or technical support role is required.
• Excellent communication, active listening, and problem‑solving skills.
• Ability to multitask and manage time effectively in a fast‑paced environment.
• Proficiency with computers, including standard office software and CRM systems.
• A patient, empathetic, and customer‑oriented demeanor.
• High school diploma or equivalent; some college or technical certification is a plus.

Responsabilidades

• Handle inbound customer inquiries via phone, email, and chat in both Spanish and English.
• Provide first‑level technical support, troubleshooting common issues related to our products/services.
• Guide customers through product features, functionalities, and usage instructions.
• Escalate complex technical problems or customer complaints to appropriate departments when necessary.
• Maintain accurate and detailed records of customer interactions, transactions, comments, and complaints in the CRM system.
• Identify and report trends in customer inquiries and issues to contribute to service improvements.
• Adhere to company policies, procedures, and service level agreements.
• Proactively seek opportunities to enhance the customer experience and build rapport.

Conocimientos

Bilingual Spanish-English

Customer service

Technical support

CRM systems

Time management

Educación

High school diploma

Some college

Herramientas

CRM software

Descripción del empleo

About the Role

Our client, a rapidly growing technology firm, is looking for a highly motivated and customer‑centric Bilingual Customer Service Representative to join their vibrant team in Mexico City . This role focuses on providing exceptional inbound support and basic technical assistance to a diverse customer base. As a key point of contact, you will be responsible for resolving inquiries, troubleshooting issues, and ensuring a positive customer experience across both Spanish and English channels. This position offers a hybrid work arrangement, allowing you to combine office‑based collaboration with remote flexibility. Your role is vital in maintaining customer satisfaction and loyalty, reflecting our client's commitment to service excellence.

Key Responsibilities

• Handle inbound customer inquiries via phone, email, and chat in both Spanish and English.
• Provide first‑level technical support, troubleshooting common issues related to our products/services.
• Guide customers through product features, functionalities, and usage instructions.
• Escalate complex technical problems or customer complaints to appropriate departments when necessary.
• Maintain accurate and detailed records of customer interactions, transactions, comments, and complaints in the CRM system.
• Identify and report trends in customer inquiries and issues to contribute to service improvements.
• Adhere to company policies, procedures, and service level agreements.
• Proactively seek opportunities to enhance the customer experience and build rapport.

Requirements

• Fluency in both Spanish and English (written and spoken) is mandatory.
• Previous experience in a customer service or technical support role is required.
• Excellent communication, active listening, and problem‑solving skills.
• Ability to multitask and manage time effectively in a fast‑paced environment.
• Proficiency with computers, including standard office software and CRM systems.
• A patient, empathetic, and customer‑oriented demeanor.
• High school diploma or equivalent; some college or technical certification is a plus.
• Experience working in a hybrid or remote work setup is beneficial.
• Residency or strong understanding of the needs of customers in the Mexico City area is a plus.

Benefits

• Our client offers a competitive salary, comprehensive health and dental insurance, paid time off, and opportunities for career advancement.
• The hybrid work model provides flexibility, and you'll be part of a supportive and dynamic team culture in the heart of Mexico City . Join us and contribute to delivering outstanding service to our valued customers.