Bilingual French/Spanish Contact Center Agent

About the role

Factorial is seeking a bilingual French/Spanish Contact Center Agent to support its Mexican market. You will be the first point of contact for customers, handling inquiries via phone, chat, and ticketing systems while delivering a high‑quality experience.

Key responsibilities

• Answer incoming calls, chats and tickets, providing accurate information and timely resolutions.
• Diagnose customer issues, troubleshoot problems, and propose appropriate solutions.
• Escalate complex cases when necessary and ensure follow‑up until resolution.
• Maintain detailed records of interactions in the CRM or call‑tracking system.
• Meet performance metrics such as first‑call resolution, average handling time, CSAT, QA and SLA adherence.
• Collaborate with other departments to achieve comprehensive issue resolution.
• Stay informed about product updates, new launches and process changes.

Required profile

• Native Spanish speaker with fluent French.
• Proactive attitude and willingness to suggest improvements.
• Excellent verbal and written communication skills.
• Strong problem‑solving and conflict‑resolution abilities.
• Ability to multitask in a fast‑paced environment.

Required skills

• Familiarity with CRM software.
• Experience with call‑center tools or ticketing systems.

What we offer

• High‑growth, multicultural environment.
• Language exchange opportunities.
• Grocery vouchers, free coffee & tea.
• Private health insurance with nutrition and therapy support.
• Gympass (Wellhub) membership.
• Hybrid work model with shorter Fridays.
• Breakfast and snacks provided.