This is a fully remote position, open to applicants in Mexico, +5 more countries.

📋 Description

• Address customer inquiries through phone, email, and SMS, providing clear and precise information along with timely follow-up.

• Investigate customer complaints, work with operations to find solutions, and keep customers updated until the issue is resolved.

• Follow up with at-risk customers, understand their concerns, and articulate suitable options in line with company policies.

• Manage discussions related to renewals, re-enrolments, and approved win-back initiatives.

• Ensure accurate CRM documentation, follow-up commitments, and reasons for cancellations or non-renewals are maintained.

• Escalate requests for refunds, credits, or policy exceptions for approval while respecting customers' decisions.

• Report recurring service challenges and identify opportunities to enhance customer satisfaction and retention.

• Collaborate during Toronto/Eastern evening and weekend coverage.

• Achieve quality, timeliness, customer satisfaction, renewal, retention, and follow-through objectives.

⛳️ Requirements

• Experience in customer service, preferably in renewals, retention, or complaint resolution.

• Proficient spoken and written English skills.

• Confidence in managing customer conversations over the phone.

• Demonstrated empathy and sound judgment.

• Ability to clearly explain options in high-pressure situations.

• Strong organizational skills and attention to detail.

• Familiarity with maintaining CRM or support-system records.

• Proven record of individual actions and results, distinguishing personal contributions from team outcomes.

• A reliable remote working setup.

• Availability to adhere to the agreed customer service schedule.

• Submission of a résumé along with responses to application questions that include specific examples of personal work.

• Completion of the Culture Index survey.

• Completion of the English Criteria GAME assessment.

• Ensure both assessments are completed using the same name and email as used in the application.

🏝️ Benefits

• Performance-based retention bonuses.

• Remote work opportunities within Latin America.