Bilingual Customer Service Professional – U.S. Market / Hybrid

Bilingual Customer Service Professional – U.S. Market / Hybrid Location: Mexico City, CDMX Work Model: Hybrid — three days per week onsite Employment Type: Full-time Schedule: Flexible availability required Monday through Sunday, between 6:00 a.m. and 12:00 a.m. Position Overview We are seeking bilingual customer service professionals to support customers in the U.S. market on behalf of a leading global financial services organization. In this role, you will provide exceptional service, resolve account-related inquiries, recommend personalized solutions, and help strengthen long-term customer relationships. The ideal candidate communicates naturally in English and Spanish, works confidently in a fast-paced environment, and is committed to delivering an outstanding customer experience. Key Responsibilities Manage a high volume of inbound customer calls in a structured, fast-paced environment. Understand each customer’s needs and provide personalized solutions. Assist with account inquiries, statements, payments, card replacements, rewards redemptions, and account updates. Recommend relevant products, services, benefits, and enrollment opportunities. Build customer loyalty through active listening, empathy, and consultative communication. Use available tools and resources to resolve customer concerns during the first interaction whenever possible. Protect confidential customer and account information. Follow all regulatory, compliance, servicing, and sales guidelines. Meet established performance standards, including quality, productivity, customer satisfaction, compliance, and sales goals. Take ownership of every customer interaction from beginning to end. Required Qualifications Advanced spoken and written English and Spanish. High school diploma or equivalent. Strong verbal communication and active-listening skills. Ability to communicate naturally and professionally with U.S.-based customers. Ability to remain positive and professional during challenging or stressful situations. Strong computer skills and the ability to navigate multiple systems simultaneously. Excellent attention to detail, accuracy, and problem-solving abilities. Ability to manage confidential and sensitive customer information with integrity. Reliable attendance, punctuality, and schedule adherence. Availability to work flexible shifts, including weekends and holidays when required. Preferred Qualifications Previous experience in customer service, call centers, financial services, hospitality, travel, or consultative sales. Experience recommending products or solutions based on customer needs. Strong relationship-building and customer-retention skills. Ability to adapt your communication style to different personalities and situations. Experience working with performance goals or customer-service metrics. Work Environment Full-time hybrid position. Three onsite workdays per week in Mexico City. Work location near Avenida Patriotismo. Shift assignments will be based on operational requirements. Candidates must have reliable transportation and the ability to comply with the onsite schedule. Benefits Eligible employees may receive: Competitive base salary. Performance-based incentives. Hybrid work arrangements. Professional training and career-development opportunities. Physical, financial, and mental well-being resources. Confidential counseling and employee-support programs. Opportunities for internal growth and advancement. Application Requirements Candidates should submit: An updated résumé in English. Current contact information. Employment history covering the past five years. Confirmation of English proficiency and schedule availability. Selected candidates may be required to complete interviews, language assessments, and a background verification process. Any employment offer will be contingent upon the successful completion of all applicable screening requirements. Base Salary: MXN $18,100 gross per month Guaranteed Monthly Bonus: MXN $5,504 provided through two benefit cards (grocery and restaurant), deposited once per month during the second payroll period. Bilingual Allowance: MXN $1,491 beginning in the first month. Performance Bonus: MXN $2,138 beginning after six months of employment. Apply now to begin the recruitment process.