Bilingual Customer Service Professional – U.S. Market / Hybrid
$217,200–$217,200 year
HybridMexico City, Mexico City, Mexico or Mexico City, Mexico
Job Summary
Manage a high volume of inbound customer calls in a structured, fast-paced environment, resolving account-related inquiries for statements, payments, card replacements, and rewards redemptions. Understand each customer's needs to provide personalized solutions and recommend relevant products, services, benefits, and enrollment opportunities. Build customer loyalty through active listening, empathy, and consultative communication while using available tools to resolve concerns during the first interaction whenever possible. Protect confidential customer and account information and follow all regulatory, compliance, servicing, and sales guidelines. Take ownership of every customer interaction from beginning to end to meet established performance standards for quality, productivity, customer satisfaction, compliance, and sales goals.
Required Qualifications
- Advanced spoken and written English and Spanish
- High school diploma or equivalent
- Strong verbal communication and active-listening skills
- Ability to communicate naturally and professionally with U.S.-based customers
- Ability to remain positive and professional during challenging or stressful situations
- Strong computer skills and the ability to navigate multiple systems simultaneously
- Excellent attention to detail, accuracy, and problem-solving abilities
- Ability to manage confidential and sensitive customer information with integrity
- Reliable attendance, punctuality, and schedule adherence
- Availability to work flexible shifts, including weekends and holidays when required
- Confirmation of English proficiency and schedule availability
Desired Qualifications
- Previous experience in customer service, call centers, financial services, hospitality, travel, or consultative sales
- Experience recommending products or solutions based on customer needs
- Strong relationship-building and customer-retention skills
- Ability to adapt your communication style to different personalities and situations
- Experience working with performance goals or customer-service metrics
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