Job Title: Bilingual Customer Service Representative

Location: Mexico (Remote)

Working Hours: 9 am-5 pm Monday-Friday

About Us

Kendamil is one of the fastest-growing infant nutrition brands worldwide, trusted by parents in over 50 countries. Family-owned and proudly made in the UK, we’ve revolutionized the formula market with our unique whole milk recipe. Our products are available in major retailers globally, including Target, Walmart, Boots, and Tesco.

With ambitious plans to expand into new markets and product categories, we are seeking an International Brand Executive to support our brand growth and deliver consistent, impactful marketing across multiple countries.

About the role

As a Bilingual Customer Service Representative, you’ll deliver thoughtful, accurate, and reassuring support across multiple channels. You’ll handle a high volume of customer enquiries, problem-solve quickly, and escalate appropriately – keeping the customer experience warm, calm, and professional.

You’ll respond to customer enquiries across chat, email, phone, and social channels, depending on daily needs..

Key responsibilities

- Handle inbound support tickets in English and Spanish, ensuring clear, friendly, and accurate responses.
- Resolve common customer needs, including:

-Order status, delivery issues, address changes, cancellations -Subscription support (edits, pauses, cancellations, payment failures)

-Returns, refunds, replacements, and goodwill gestures (within policy)

-Product questions and general feeding support, using approved resources/macros





-Retail partner signposting and availability guidance

- Use internal systems to research and resolve enquiries (order history, courier tracking, customer accounts).
- Identify and escalate time-critical or high-risk cases (e.g., potential quality concerns, medical-related feedback, social escalation risk).
- Maintain accurate ticket notes, correct tagging, and clean handovers for seamless team follow-up.

Qualification and experience:

- Fluent in Spanish and English (written and spoken)
- 1+ year experience in customer service, support, contact centre, or hospitality/service role with high customer interaction
- Strong written communication: explain clearly, warmly, and confidently – especially when customers are anxious or frustrated
- Comfortable working across multiple tools/tabs (multitasking and prioritising)
- Calm problem-solver with excellent attention to detail
- Reliable remote set-up: stable internet, quiet workspace, and ability to work scheduled shifts

Nice to Have:

- Experience with e-commerce or subscription support
- Familiarity with tools like Dixa, Gorgias, Sprinklr, Shopify, Slack
- Experience supporting regulated/sensitive products (health, baby, food, pharmacy, etc.)

What We Offer

- The opportunity to join a high-growth, purpose-led British brand with a strong global presence in infant nutrition.
- Exposure to international markets, working across a complex, highly regulated integral supply chain.
- A collaborative and ambitious culture where quality, compliance, and continuous improvement are truly valued—and where your expertise can make a real impact.

📌 Bilingual Customer Service Representative(Spanish/English) (México)
🏢 Kendamil (Kendal Nutricare)
📍 México