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