Bilingual Customer Service Representative

Summary

Join Backcountry as a Customer Service Representative I and be the first point of contact for our customers, handling inbound calls in English and Spanish. You will provide excellent customer service, address inquiries, and create service tickets for every interaction. Maintain accurate records, follow up with customers, and ensure timely issue resolution while adhering to company guidelines. This role requires strong communication and problem-solving skills, proficiency in both English and Spanish, and the ability to work in a fast-paced environment. Backcountry offers a competitive salary, bonuses, and comprehensive benefits.

Requirements

• High school diploma or equivalent required
• Bilingual proficiency in English and Spanish, with excellent verbal and written communication skills in both languages
• Strong computer skills, with the ability to navigate multiple systems and databases
• Ability to work in a fast-paced environment while maintaining attention to detail
• Strong problem-solving skills and the ability to handle difficult customer situations with empathy and patience

Responsibilities

• Handle inbound customer calls, providing assistance and information in a professional and courteous manner
• Respond to inquiries about products, services, billing, and account issues
• Ensure that a ticket is created for every customer interaction using the ticketing system, logging detailed notes and customer information
• Diagnose and troubleshoot customer problems, escalating complex issues to higher support levels as necessary
• Maintain and update customer records in the system after each interaction
• Follow up with customers to provide status updates and confirm issue resolution
• Adhere to company policies, procedures, and quality standards for call handling and ticket creation
• Meet performance metrics such as but not limited to call handling time, first call resolution, pieces per hour, and customer satisfaction
• Collaborate with other team members and departments to ensure seamless customer service delivery
• Participate in ongoing training and development to stay updated on product knowledge and customer service techniques

Preferred Qualifications

• Previous experience in handling inbound customer calls
• Familiarity with service ticket creation and tracking
• Strong organizational and multitasking skills
• Ability to meet performance targets and work effectively under pressure
• Team player with a positive attitude and a customer-first mindset

Benefits

• Full time $14,000 MXN monthly gross salary
• $3,000 MXN AHT Bonus Per month
• $3,000 MXN PPH Bonus Per month
• Law benefits since day one
• Home office
• Full equipment provided
• 100% paid training
• Schedule window (8 am - 8 pm)
• 10-hour shift (8 am - 6 pm / 9 am - 7 pm/10 am - 8 pm)
• 1 hour Lunch - 2 breaks of 15 minutes each
• Two days off (Fri-Sat / Sat-Sun/ Sun-Mon)
• Total Pass
• Above the law benefits after 90 days (Food vouchers, Minor and Major Medical Insurance, Telemedicine)