Call Center Agent (Durango)

Job Title

Call Center Agent

Location

Onsite – Paseo de la Reforma 342, Piso 20, Ciudad de México

Shift Timing

Monday to Friday | Between 6:00 AM – 6:00 PM (MX Time)

Compensation & Benefits

Total Monthly Salary: MXN 21,000 (includes Monthly Base Salary, Monthly Performance Bonus and Food Coupons) Plus benefits

Job Overview

We are seeking a motivated Call Center agent (Retention Specialist) to join our onsite team in Mexico City. This role focuses on retaining existing customers by promoting products and services, addressing concerns, and providing exceptional customer service through inbound and outbound calls.

Key Responsibilities

• Promote and retain company products and services.
• Handle inbound and outbound customer retention calls.
• Negotiate and process save and service order requests effectively.
• Deliver high‑quality customer service over the phone.
• Maintain a patient, tactful, and professional approach during customer interactions.
• Clearly explain applicable fees, policies, and account adjustments.
• Identify customer needs and recommend appropriate products or services.
• Adhere to structured call flows and retention strategies.
• Demonstrate strong active listening and problem‑solving skills.
• Meet performance benchmarks including call quality, retention rate, and customer satisfaction.

Required Experience & Skills

• Prior experience in customer retention, sales, or upselling roles.
• Minimum 1 year of call center experience.
• Strong communication and negotiation skills.
• Ability to work in a fast‑paced, customer‑focused environment.
• Excellent interpersonal skills with a customer‑first mindset.
• Ability to multitask while maintaining accuracy and professionalism.

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