Bilingual Customer Service Advisor (English Essential) (CSE) – Monterrey, Mexico Just imagine putting play at the heart of customer service… now make it real. As part of our Customer Service Advisor team, you’ll be at the center of the action, helping bring joy to LEGO fans every single day. Supporting our fans isn’t just what we do — it’s our superpower. Are you ready to inspire the builders of tomorrow? If you’re passionate about helping others, love solving problems, and enjoy building meaningful connections, this could be the perfect role for you. About The Role This is a permanent contract with multiple start dates, starting from June 1st to October 5th. Work schedule: 7 days a week, 8:00 AM – 8:00 PM, 40 hours over 5 days including one weekend day per week. Minimum 3 days onsite, 2 days remote. Training onsite 4 weeks at Obispado, Monterrey. What You’ll Be Doing Support LEGO fans through phone, email or chat interactions. Respond to inquiries in English and Spanish (spoken and written). Handle a variety of topics including orders, accounts, parts requests, and gift cards. Create positive, engaging, and personalized interactions with every customer. Use internal tools and systems to investigate and resolve inquiries effectively. Adapt to different shifts, including weekends, to ensure consistent service delivery. Why You’re a Great Fit If you can keep cool when LEGO mini figures are losing their heads, then we want you on our team! You’ll bring energy, compassion, and fluency in English and Spanish. Do you have what it takes? Excellent English and Spanish writing skills (C1 or above), ability to effectively communicate customer service solutions through written and spoken communication. Experience in providing premium customer service, preferably in a retail environment or inbound contact center. Proficient in the use of technology and using multiple systems to support consumers (Salesforce, internet, digital knowledge bases, troubleshooting guides, etc.). Strong attention to detail, ability to multi-task and prioritize workload. Confidence to make judgements about what is right for your consumer. Friendly, empathetic, and energized team player who can work well with a diverse group of people at all levels. Manage pressure in a high volume, fast paced, and constantly changing environment while providing premium customer service. Access to a secure Wi‑fi network and private space if working from home up to 2 days per week. Benefits Competitive salary, yearly performance-based/discretionary bonus up to 10%, benefits by law and additional employee programs. Hybrid work model: minimum 3 days onsite, 2 days remote. Equal Employment Opportunity The LEGO Group is highly committed to equal employment opportunity and equal pay and seeks to encourage applicants from all backgrounds to apply for roles in our team. We support our employees in being there for the moments that matter in life and celebrate families of all kinds. Being part of the LEGO Group also means taking part in our annual Play Day, playing a part in building a sustainable future and continuing our mission to inspire and develop the builders of tomorrow. The LEGO Group is fully committed to Children’s Rights and Child Wellbeing across the globe. Candidates offered positions with high engagement with children are required to take part in Child Safeguarding Background Screening, as a condition of the offer. We conduct drug screening as a part of our drug free workplace policy and in support of our commitment to the health and safety of our employees. Online Application Accessibility Statement: if you would like to contact us regarding the accessibility of our web site or need assistance completing the application process, please contact the HR Service Desk at , option #3. Please note, these communication channels should be used for those having difficulty accessing our on-line channels, not to inquire about job opportunities. #J-18808-Ljbffr