Bilingual Customer Service Representative

Position Overview

• Location Type:
• Job Type: Full Time
• Salary: $14,000 MXN monthly gross salary

At Backcountry, our mission is to connect people to their passions. Our four online stores—Backcountry, Competitive Cyclist, MotoSport and, SteepandCheap—aim to supply our customers with the gear, knowledge, and inspiration necessary to get out there and chase down life’s greatest moments. We do this by providing the biggest and best assortment of premium outdoor products, superior shopping experience, personalized Gearhead expertise, lightning-fast and accurate fulfillment, and inspirational, informative, and community-centered content.

The Customer Service Representative I will serve as the front line of customer support, handling inbound calls in both English and Spanish. This role is responsible for providing excellent customer service, addressing inquiries, and ensuring that a service ticket is created for every customer interaction. The representative will maintain accurate records, follow up with customers as needed, and ensure timely resolution of issues while adhering to the company’s guidelines and service level agreements (SLAs).

Key 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.

Qualifications

• 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.

Desired Skills

• Enthusiastic/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 and work effectively under pressure.
• Team player with a positive attitude and a customer-first mindset.

What We Offer

• Full time $14,000 MXN monthly gross salary.