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Call Center RepresentativeCoforge • Mexico City, Mexico, Mexico
Call Center Representative

Call Center Representative

Coforge • Mexico City, Mexico, Mexico
Hace más de 30 días
Descripción del trabajo

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.

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Call Center Representative • Mexico City, Mexico, Mexico

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