Important Information:
- Position: Call Center Agent – Customer Service Retention & Sales Representative
- Experience Required: 4+ years
- English Level: Advanced English (mandatory)
- Work Modality: On-site (Mexico City), full-time
- Schedule: Monday to Friday
- Location: Av. Reforma #342, Mexico City
Responsibilities
- Deliver high-quality customer service via phone in a professional, friendly, and efficient manner.
- Retain customers by identifying needs, resolving concerns, and presenting relevant products, services, and retention offers.
- Leverage consultative selling techniques to identify upselling and cross-selling opportunities.
- Process account updates, service requests, and retention transactions accurately.
- Understand customer needs through active listening and recommend appropriate solutions.
- Clearly explain products, pricing, promotions, fees, and service details.
- Follow structured call flows to support customer satisfaction, retention, and sales success.
- Handle objections and challenging customer situations with professionalism, empathy, and sound judgment.
- Maintain accurate documentation and comply with internal policies and procedures.
- Meet customer satisfaction, retention, and sales performance goals.
- Promote value-added products and services that enhance the customer experience.
Requirements
- 4+ years of experience in call center, customer service, retention, or sales-focused customer support roles.
- Advanced English (mandatory).
- Strong verbal and written communication skills.
- Proven ability to identify customer needs and recommend solutions.
- Sales aptitude with experience in upselling, cross-selling, or customer retention strategies.
- Strong problem-solving and analytical skills.
- Ability to multitask across multiple systems in a fast-paced environment.
- Basic math, computer, and data entry skills.
- Comfortable working with retention, service, and sales-related performance metrics.
- Ability to work a flexible schedule between 8:00 AM and 8:00 PM EST.
- Moderate to advanced hardware/software troubleshooting skills.
Desired Skills
- Customer-focused mindset.
- Sales and consultative selling skills.
- Strong negotiation and objection-handling abilities.
- Empathy and relationship-building skills.
- Problem-solving and critical thinking.
- Adaptability and resilience in a fast-paced environment.
- Attention to detail and accuracy.
- Teamwork and collaboration.
- Results-oriented attitude.
- Ability to influence customer decisions and drive retention outcomes.
Preferred Qualifications
- 2+ years of experience in retention, save desk, subscription services, or customer support environments.
- Previous experience in inside sales, upselling, cross-selling, or consultative sales.
- Proven ability to achieve customer retention and sales goals.
Sueldo: $15,000.00 - $15,500.00 al mes
Lugar de trabajo: Empleo presencial
