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 escape 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

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📌 Customer Service Specialist (Nezahualcóyotl)
🏢 GENESIS MANAGEMENT
📍 Nezahualcóyotl