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 (Xico)
🏢 GENESIS MANAGEMENT
📍 Xico