Bilingual Customer Service Specialist

About the role

Insight Global is seeking a bilingual (English and French) Customer Service Specialist to join a large Human Capital Management (HCM) client in Mexico on a permanent basis. The role operates in a high‑volume environment, handling payroll‑ and HCM‑related inquiries via inbound calls and emails. You will be the first point of contact for users, delivering accurate information and ensuring a positive experience.

Key responsibilities

• Respond to inbound customer calls and emails regarding payroll and HCM questions.
• Diagnose and resolve complex issues while maintaining a customer‑first mindset.
• Document interactions and follow established procedures to ensure consistency.
• Escalate unresolved matters to appropriate internal teams.
• Maintain up‑to‑date knowledge of the client’s HCM platform and related processes.

Required profile

• Fluent in both English and French, with excellent verbal and written communication skills.
• Strong customer service fundamentals and the ability to handle high‑volume interactions.
• Analytical mindset capable of managing complex questions quickly.
• Adaptable to a fast‑paced environment and able to work independently.

Required skills