Call Center Representative - Call Center

Puesto: Call Center Representative - Call Center, Full-time
Location: Ciudad Nezahualcoyotl

Job Title:

Call center agent

Skills:

customer service, call center

Experience:

1+ Years

Job Location:

Mexico City, Mexico
Onsite role and Full time

We are seeking a Call center agent to handle inbound and outbound customer interactions focused on retaining customers who are considering canceling or downgrading services. This role requires strong communication skills, problem‑solving ability, and a customer‑first mindset to deliver a positive experience while meeting retention and quality goals.

Key Responsibilities
Handle inbound and outbound calls from customers expressing dissatisfaction or intent to cancel services.
Identify reasons for potential cancellations and present appropriate retention solutions.
Communicate service features, promotions, discounts, and approved retention offers clearly and professionally.
De‑escalate difficult calls while maintaining empathy, professionalism, and compliance.
Process account changes, service modifications, credits, and required documentation accurately.
Ensure first‑call resolution whenever possible.
Document all customer interactions accurately in CRM systems.
Quality & Compliance
Follow approved call scripts, workflows, and documentation standards.
Maintain compliance with data privacy, PCI, and internal information security policies.
Meet Quality Assurance (QA) and audit requirements.
Performance Expectations
Meet or exceed KPIs such as Retention Rate, Quality Score, CSAT, AHT (as applicable), and Schedule Adherence.
Maintain strong attendance and punctuality.
Participate in coaching, training, and continuous performance improvement activities.
Preferred

Skills & Qualifications
Prior call center, retention, or customer service experience preferred.
Strong verbal communication and negotiation skills.
Ability to multitask and work in a fast‑paced environment.
Basic computer proficiency and CRM experience.
High school diploma or equivalent.