Bilingual Customer Service Advisor (English & Spanish) – Monterrey

About the role

This permanent position starts with multiple onboarding waves between June and October. You will join LEGO’s Customer Service team in Monterrey, providing support to LEGO fans worldwide in both English and Spanish. After a four‑week onsite training, you will work in a hybrid model, spending most days in the office and a couple of days remote.

Key responsibilities

• Assist customers via phone, email and chat in English and Spanish.
• Handle inquiries related to orders, accounts, parts requests and gift cards.
• Deliver friendly, personalized and memorable interactions.
• Use internal tools and systems to investigate and resolve issues.
• Adapt to rotating shifts, including weekends, to maintain 7‑day service coverage.

Required profile

• Fluent written and spoken English and Spanish (C1 level or higher).
• Calm under pressure and able to manage multiple tasks.
• Strong attention to detail and good judgment.
• Team‑oriented, friendly and empathetic.

Required skills

• Experience with Salesforce or similar CRM platforms.
• Proficiency using multiple digital knowledge bases and troubleshooting tools.

What we offer

• Competitive salary with a performance‑based bonus up to 10%.
• Legal benefits plus additional employee programs.
• Comprehensive onsite training and ongoing on‑the‑job support.
• Hybrid work model (minimum 3 days onsite, 2 days remote).