bilingual customer service professional – u.s. Market / hybrid

location: mexico city, cdmx
work model: hybrid — three days per week onsite
employment type: full-time
schedule: flexible availability required monday through sunday, between 6:00 a.m. and 12:00 a.m.

position overview

we are seeking bilingual customer service professionals to support customers in the u.s. market on behalf of a leading global financial services organization.

in this role, you will provide exceptional service, resolve account-related inquiries, recommend personalized solutions, and help strengthen long-term customer relationships. The ideal candidate communicates naturally in english and spanish, works confidently in a fast-paced environment, and is committed to delivering an outstanding customer experience.

key responsibilities

- manage a high volume of inbound customer calls in a structured, fast-paced environment.
- understand each customer’s needs and provide personalized solutions.
- assist with account inquiries, statements, payments, card replacements, rewards redemptions, and account updates.
- recommend relevant products, services, benefits, and enrollment opportunities.
- build customer loyalty through active listening, empathy, and consultative communication.
- use available tools and resources to resolve customer concerns during the first interaction whenever possible.
- protect confidential customer and account information.
- follow all regulatory, compliance, servicing, and sales guidelines.
- meet established performance standards, including quality, productivity, customer satisfaction, compliance, and sales goals.
- take ownership of every customer interaction from beginning to end.

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 versátil shifts, including weekends and holidays when required.

preferred 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.

work environment

- full-time hybrid position.
- three onsite workdays per week in mexico city.
- work location near avenida patriotismo.
- shift assignments will be based on operational requirements.
- candidates must have reliable transportation and the ability to comply with the onsite schedule.

benefits

eligible employees may receive:

- competitive base salary.
- performance-based incentives.
- hybrid work arrangements.
- professional training and career-development opportunities.
- physical, financial, and mental well-being resources.
- confidential counseling and employee-support programs.
- opportunities for internal growth and advancement.

selected candidates may be required to complete interviews, language assessments, and a background verification process. Any employment offer will be contingent upon the successful completion of all applicable screening requirements.

base salary: mxn $18,100 gross per month

guaranteed monthly bonus: mxn $5,504 provided through two benefit cards (grocery and restaurant), deposited once per month during the second payroll period.

bilingual allowance: mxn $1,491 beginning in the first month.

performance bonus: mxn $2,138 beginning after six months of employment.

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📌 Bilingual customer service professional – u.s. market / hybrid (Ciudad de México)
🏢 New Comienzos
📍 Ciudad de México