Job Profile Call Center Service
Position Objective
Provide high-quality telephone support to customers by offering timely solutions to their requests, questions, and service reports, ensuring an exceptional customer experience and compliance with the performance indicators established by the company.
Requirements
High school diploma required (Bachelors degree in progress or completed is preferred).
12 years of experience in customer service, call center, or after-sales service.
Excellent verbal and written communication skills.
B2C1 level of English proficiency.
Basic to intermediate knowledge of Microsoft Office.
Ability to quickly learn and use CRM systems or customer service platforms (preferred).
Schedule flexibility.
Must reside in Torreón, Coahuila.
Knowledge
Customer service and support.
Handling inbound and outbound calls.
Follow-up on customer requests and inquiries.
Data entry and information management.
Service performance indicators (AHT, Service Level, Quality, FCR).
Communication and conflict resolution techniques.
Main Responsibilities
Handle customer calls, emails, and chats.
Resolve customer questions, complaints, and requests efficiently.
Record and update information in the corresponding system.
Follow up on customer cases until resolution.
Escalate issues to the appropriate departments when necessary.
Meet productivity and quality performance indicators.
Keep customer databases and records up to date.
Identify opportunities for improvement in customer service processes.
Benefits
Welcome Bonus: MXN $1,500 during the first month.
Retention Bonus: MXN $2,800.
Statutory benefits from the first day of employment.
Social Security coverage from the first day of employment.
Career growth and development opportunities within the company.
