Customer Service Agent - Bilingual (Onsite)

About the role

Flix is seeking a bilingual Customer Service Agent to join its internal Traffic Control team in Monterrey, Mexico. The role involves managing bus traffic situations, communicating with passengers, drivers and partners, and supporting emergency response as part of a 24/7 operation.

Key responsibilities

• Proactively monitor and manage interstate and intrastate bus traffic, informing passengers of delays or malfunctions and proposing alternative solutions.
• Respond to inquiries and assist in investigating and resolving concerns from bus drivers, partners, and customers.
• Coordinate and respond to emergency situations, ensuring safety and compliance.
• Adjust personnel responsibilities and vehicle deployment when operational changes occur.
• Maintain compliance with safety, environmental, and governmental regulations.
• Support the Traffic Control Team Lead, Compliance, and Emergency Management teams.

Required profile

• High school diploma.
• Minimum two years of professional experience in a call‑center environment, preferably in transportation, logistics, security or emergency response.
• Fluent English; professional proficiency in Canadian French is highly preferred.
• Flexibility to work non‑traditional hours in a 24/7 setting.
• Strong listening skills and ability to devise creative solutions for drivers and passengers.
• Passion for public transportation and interest in the bus industry.

Required skills

• Proficiency with Microsoft Office Suite.

What we offer

• Travel perks: 12 free Flix vouchers plus 12 discount vouchers for friends and family.
• Hybrid work model with up to 60 days per year of remote work.
• Office‑first environment with flexibility to balance work and life.