Bilingual Customer Support Representative

Percepta

Bilingual Customer Support Representative providing customer service in hybrid work model. Engaging with customers to resolve issues and ensuring satisfaction with services.

Posted 8/2/2026full-timeMexico City • 🇲🇽 MexicoMid-LevelSenior💰 MX$15,600 per monthWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer service skills with a focus on problem-solving and operational excellence. Proficient in managing customer interactions, maintaining case ownership, and adhering to service level agreements while fostering a positive team environment.

Highest-signal resume keywords

Customer Service ExperienceProblem Solving SkillsAttention To DetailOrganizational SkillsAbility To Multi-Task

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills

Excellent Written SkillsExcellent Verbal SkillsExcellent Listening SkillsStrong EmpathyLogical Thinking

Tools & Technologies

Salesforce

Industry Keywords

Operations Program HandlingCustomer SupportService Level AgreementsBusiness Improvement OpportunitiesTeam Performance

About the role

Key responsibilities & impact

Review sales contracts for accuracy, with data entry in salesforce.
Provision new products to customer account.
Provide administrative problem resolution to end-users (customers) by performing a question diagnosis while guiding users through step-by-step solutions as needed
Escalate issues as necessary to Project Management, Customer Success Managers, Sales Team and Support Engineering
Capture customer support issue trends and report to management
General troubleshooting, dispatch field technicians to customer sites for data services, telematics, or quality team support as needed
Create, update, and maintain ownership of cases, upholding SLAs ranging from low to critical priority
Provide updates, status, and completion information to management
Handle incoming requests as required by process and provide high level of customer satisfaction. Look for opportunities to improve turnaround time to customers
Identify trends and report out on business improvement opportunities
Interact with Business Partners as needed including keeping abreast of anticipated program launches and changes
Interact with the Percepta and client team as required to drive operational excellence
Adhere to and support all Percepta and Business Partner quality initiatives, systems and policies
Support all Percepta Call Center policies and procedures
Attend and participate in team meetings
Communicate and generate enthusiasm and commitment for a positive work environment that fosters team performance
Complete training courses as directed by Operations and/or Training
Complete additional tasks / projects as needed

Requirements

What you’ll need

High school diploma required
Associate degree or college degree preferred
Customer service experience required
Understanding of operations program handling processes preferred
High attention to detail
Problem solving skills
Excellent written, verbal and listening skills
Strong empathy along with an awareness of customer/user loyalty drivers
Ability to work well with all levels of the organization
Excellent organizational, time management and strong problem solving skills
Logical thinker
Proven ability to work in a fast paced environment
Works well independently and in a team environment
Ability to multi-task

Benefits

Comp & perks

Competitive hourly pay + rewards program
Paid training from day one
Food allowance after 90 days
Benefits by law + life insurance
Stable full time job