Customer Service Agent - Bilingual (Onsite) (m/f/d)

Location: Onsite at the Flix office in Monterrey, Mexico

Company

Flix operates technology-driven bus travel services focused on accessible, sustainable, and affordable transportation.

What you will do

• Manage traffic situations for interstate and intrastate bus services and keep passengers informed about delays, malfunctions, and alternative solutions.
• Investigate and resolve concerns involving bus drivers, bus partners, and customers.
• Coordinate emergency situations and support safety-focused operational decisions.
• Coordinate personnel responsibilities and vehicle deployment when operational changes occur.
• Communicate with bus partners, owners, operations managers, dispatchers, and drivers.
• Support Traffic Control, Compliance, and Emergency Management while maintaining administrative, safety, environmental, and government requirements.

Requirements

• High school diploma.
• At least two years of professional call center experience, preferably in transportation, security, logistics, or emergency response.
• Fluent English required.
• Availability for non-traditional hours in a 24/7 operation.
• Strong active listening, problem-solving, independent decision-making, and customer service skills.
• Comfort with new technologies and proficiency in Microsoft Office Suite.

Nice to have

• Professional proficiency in Canadian French (Québécois/French-Canadian), which is highly preferred.
• Additional languages such as Spanish, Cantonese, or Mandarin.
• Experience or strong interest in public transportation and the bus industry.

Culture & Benefits

• Office-first work environment with role-dependent flexibility.
• Up to 60 days per year working from another location, depending on the role.
• Travel benefits including 12 free Flix vouchers and 12 discount vouchers for friends and family.
• Confidential counselling, courses, and stress-management support for employees and up to four family members.
• Language classes, training courses, expert-led sessions, and mentoring opportunities.