Agente de Call Center, con experiencia

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Provide first-level support and assistance to clients and consumers via phone calls and email.

• Manage and track cases and incidents related to product information, quality complaints, purchase requests, distribution, sponsorships, and information requirements.

• Accurately record, document, and update each interaction in the case management system (CRM), ensuring the correct use of categories, provisions, and required fields.

• Identify situations that require escalation and channel them promptly to the appropriate areas, adhering to established processes and service levels.

• Properly utilize communication templates and brand guidelines, respecting the defined tone, content, and branding.

• Conduct basic operational validations, such as confirming client data and reviewing information available in official materials.

• Meet performance and service quality indicators (SLA, AHT, adherence, QA, and CSAT).

• Stay updated on processes, tools, and operational changes, including adjustments in platforms, service flows, and product information.

• Participate in operational testing, validations, and support activities required to ensure the proper functioning of the service.

• Collaborate with the supervision team in feedback sessions, calibrations, and continuous service improvement.

⛳️ Requirements

• Conversational English, preferably advanced; minimum level B2; an interview will be conducted in English.

• Completed high school education (mandatory).

• Essential experience in customer service or contact center (phone and email).

• Basic proficiency in office tools and customer service systems (CRM or similar).

• Strong verbal and written communication skills.

• Good spelling.

• Ability to organize and prioritize tasks effectively.

• Customer service orientation and commitment to metrics.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for career advancement and professional development.

• A supportive and collaborative work environment.

• Access to employee wellness programs and benefits.