Bilingual Customer Service Advisor – 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, as we will be onboarding different groups throughout the year, with the first group starting on June1st and the final group commencing on October5. Training will be fully onsite at our Obispado, Monterrey location, with an immersive onboarding experience of up to 4weeks, including on‑the‑job support. After training we also offer a hybrid work model: minimum 3days onsite, and 2days working from home. Our operation runs 7days a week, from 8:00AM to 8:00PM. You would work 40hours over 5days, which will include one weekend day per week. Responsibilities 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 and 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 Qualifications 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 (e.g., Salesforce, digital knowledge bases, troubleshooting guides). Strong attention to detail, ability to multi‑task and prioritize workload. Confidence to make judgments 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 2days per week. Benefits & Perks Competitive salary including a yearly performance‑based/discretionary bonus of up to 10% Benefits by law (prestaciones de ley) and superior benefits to law, including additional employee programs. Family Care Leave – enhanced paid leave options for those important times. Insurances – life and disability insurance. Wellbeing – access to the Headspace App and wellbeing initiatives. Colleague Discount – qualify from day1. Bonus – rewarded through the bonus scheme when goals are reached and if eligible. Workplace – a diverse, dynamic and inclusive culture of play where everyone feels safe, valued and they belong. EEO Statement The LEGO Group is highly committed to equal employment opportunity and equal pay and seeks to encourage applicants from all backgrounds (sex, gender identity or expression, race/ethnicity, national origin, sexual orientation, disability, age, religion and veteran status) to apply for roles in our team. We support our employees in being there for the moments that matter and celebrate families of all kinds. #J-18808-Ljbffr