Bilingual Swap Specialist

Powerfleet

Bilingual Swap Specialist at Powerfleet responsible for processing device swaps and resolving issues. Collaborating across teams in a fast-paced global SaaS setting.

Posted 5/30/2026full-timeRemote • 🇲🇽 MexicoJuniorWebsite

About the role

Key responsibilities & impact

Process replacement and swap orders accurately, ensuring compliance with established service level agreements (SLAs)
Monitor and manage order queues daily, ensuring all cases are actioned promptly
Handle inbound and outbound customer communications (phone and email) regarding replacement requests, order status, and case updates
Create, update, and maintain accurate case records in Salesforce or other case management systems
Meet defined productivity, quality, and customer satisfaction KPIs
Collaborate with cross-functional teams to resolve complex cases and improve operational workflows
Support internal teams with issue resolution and execution of operational processes
Contribute to the continuous improvement of support documentation and knowledge base

Requirements

What you’ll need

1–3 years of experience in customer service, call center operations, or case management environments
Living in Merida, Yucatán (position is remote, but occasional team gatherings at the office)
Proven ability to work in fast-paced, high-volume operational settings
Strong proficiency in Microsoft Office or Google Workspace (Excel/Google Sheets preferred)
High level of accuracy and attention to detail in data entry and case handling
Ability to multitask across calls, emails, chats, and case queues simultaneously
Excellent written and verbal communication skills
Advanced English proficiency (spoken and written), with the ability to work effectively with customers and cross-functional teams
Strong organizational skills, with the ability to prioritize urgent tasks while maintaining accuracy
Team-oriented mindset with a positive attitude and focus on continuous improvement

Benefits

Comp & perks

Health insurance
Flexible working hours
Professional development opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

case managementdata entrycustomer servicecall center operationsorder managementSalesforceMicrosoft OfficeGoogle WorkspaceExcelGoogle Sheets

Soft Skills

attention to detailmultitaskingwritten communicationverbal communicationorganizational skillsteam-orientedpositive attitudefocus on continuous improvementability to prioritizeproblem-solving