We're Hiring: Customer Service Specialist (Bilingual EN/ES)

? Polanco, Mexico City (on-site) | Full-Time ? $19,000 MXN/month + performance bonuses ? Monday–Friday, 7:00 AM–4:00 PM CST (8:00 AM–5:00 PM during Daylight Saving Time)

Every call, chat, and email is a chance to solve a problem and make someone's day easier. We're looking for a Customer Service Specialist who thinks on their feet, stays calm under pressure, and turns stressful moments into solved ones.

If you're organized, detail-oriented, and genuinely enjoy helping people — keep reading. ?

? What You'll Do

- Handle inbound calls, chats, emails, and voicemails, delivering a consistent, high-quality experience across every channel
- Resolve customer concerns around payments, balances, and payment plans — and follow up on open issues through to resolution
- Verify customer identity and accurately document every interaction and transaction
- Identify and escalate complex issues to the right team
- Build deep product knowledge so you can offer the best alternatives and solutions
- Meet and exceed your KPIs (quality, handle time,



first-contact resolution)

✅ What You Bring
- Bilingual proficiency in English and Spanish (B2+ spoken and written)
- 1+ years of customer service experience in a call center or BPO environment
- Impeccable spelling and written communication
- Confident multitasking across multiple systems and platforms
- Solid numerical skills — comfortable with payment, interest, and penalty calculations
- High school diploma (completed)

Bonus points for: ?

- Experience in financial services
- Familiarity with Zendesk and Five9

? What We Offer
- Productivity bonus ?
- Attendance bonus ?️
- Monthly grocery vouchers ?
- Statutory benefits from day one ⚖️
- Company-paid uniforms upon permanent contract ?

Ready to turn problems into solutions? Apply now or tag someone who'd be a great fit! ?

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📌 Customer Service Specialist (Ciudad de México)
🏢 GENESIS MANAGEMENT
📍 Ciudad de México