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:

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