Bilingual Customer Service Representative - Seasonal

Join Backcountry as a Bilingual Customer Service Representative, serving as the front line of customer support by handling inbound calls in both English and Spanish. You will provide excellent customer service, address inquiries, create service tickets for every customer interaction, maintain accurate records, follow up with customers, and resolve issues in a timely manner while adhering to company guidelines and service level agreements (SLAs).

Key Responsibilities:

• Handle inbound customer calls, providing assistance and information professionally.
• Respond to inquiries about products, services, billing, and account issues.
• Create tickets for every customer interaction, logging detailed notes and customer information.
• Diagnose and troubleshoot customer problems, escalating complex issues as necessary.
• Maintain and update customer records in the system.
• Follow up with customers for status updates and confirm issue resolution.
• Adhere to company policies, procedures, and quality standards.
• Meet performance metrics such as call handling time and customer satisfaction.
• Collaborate with team members and departments for seamless service delivery.
• Participate in ongoing training and development.

Qualifications:

• High school diploma or equivalent required.
• Bilingual proficiency in English and Spanish.
• Strong computer skills and ability to navigate multiple systems.
• Ability to work in a fast-paced environment with attention to detail.
• Strong problem-solving skills and ability to handle difficult situations.

Desired Skills:

• Enthusiasm for or knowledge about outdoor activities.
• Previous experience in handling inbound customer calls.
• Familiarity with service ticket creation and tracking.
• Strong organizational and multitasking skills.
• Ability to meet performance targets under pressure.

What we offer:

• Seasonal agreement for 3 months.
• Full-time position with a $15,000 MXN monthly gross salary.
• $3,000 MXN Productivity Bonus per month.
• $3,000 MXN Seasonal Bonus per month upon completion of the contract.
• Law benefits from day one.
• Home office setup.
• Full equipment provided.
• 100% paid training.
• Flexible schedule window (8 am - 8 pm) with set shifts and breaks.
• Two days off per week.
• Total Pass benefit for CDMX and Edo. de Mex.