Call Center Representative (Mexico City)

This role is for a Customer Support Representative at OpenTable, a leading company in the hospitality industry. As a Customer Support Representative, you will be responsible for providing excellent service to our customers, answering their questions and resolving any issues they may have. You will be the primary contact for our large customer base in North America and worldwide, and your goal will be to ensure customer satisfaction and cultivate a prosperous relationship with them. This role requires fluency in both Spanish and English, and a hybrid schedule of 3 in-office days per week in our Mexico City office.

• Report to the Customer Support Supervisor
• Provide support to customers via telephone, email, and/or Internet
• Answer customer and employee calls, emails, chats, WhatsApp, and any future form of contact
• Provide outstanding service to customers
• Know limitations and ask for assistance when needed
• Own the resolution to customer problems
• Accurately and efficiently log all contacts in the CRM (Salesforce)
• Work shifts typically starting no earlier than 5:00 am PT and ending no later than 10:00 pm PT, including overnight work
• Work overtime during peak times/seasons if requested
• Have an interest or background in the restaurant or hospitality industry
• Lobby to ensure both customer and company needs are met
• Speak and write both Spanish and English fluently

• Must be able to speak and write Spanish and English
• Interest or background in the restaurant or hospitality industry is appreciated
• Ability to provide outstanding customer service
• Knowledge of product function and usage
• Ability to answer customer and employee calls, emails, chats, and other forms of contact
• Willingness to ask for assistance when needed
• Ownership of problem resolution
• Accurate and efficient logging of all contacts in CRM (Salesforce)
• Willingness to work overnight shifts and potentially overtime during peak times/seasons
• Flexibility to work on holidays at an increased hourly rate

• Shifts typically start no earlier than 5:00 am PT and end no later than 10:00 pm PT
• Overnight work may be required
• Overtime may be requested during peak times/seasons
• Accommodations will be made for schedules during overtime or holiday work
• Increased hourly rate for working on holidays
• Opportunity to work in the restaurant or hospitality industry
• Ability to find creative solutions for customers and company needs
• Bilingual proficiency in English and Spanish required
• Opportunity to provide excellent service in a script-free environment
• Opportunity to receive and implement feedback
• Strong communication skills, with a focus on customer service
• Preferred experience in restaurant/hospitality or software support
• Experience with Microsoft Windows and Apple operating systems
• Knowledge of iOS and Apple Hardware
• Commitment to diversity, equity, and inclusion
• Reasonable accommodations provided for individuals with disabilities during the application process and employment