Customer Support Representative - Bpo (Guadalajara)

Role Overview

We have an exciting opportunity for an exceptional individual to work supporting one of our client.

Key Responsibilities

• Resolve customer queries accurately within defined SLAs.
• Document interactions correctly in CRM/ticketing systems.
• Adhere to schedule, quality standards, and information security policies.
• Meet individual and team performance benchmarks defined by the process.
• Participate in training, calibrations, and continuous improvement initiatives.

Operational Metrics Knowledge

• Average Handling Time (AHT)
• Service Level (SL)
• First Contact Resolution (FCR)
• Quality Scores
• Customer Satisfaction (CSAT)
• Schedule Adherence
• Productivity / Utilization

Required Experience & Skills

• 0-3 years of experience in Contact Center / BPO operations.
• Strong proficiency in Mexican Spanish (native or near‑native) and B2/B1 level English proficiency; excellent verbal and written communication.
• Working knowledge of CRM tools and basic systems navigation.
• Strong customer focus, problem‑solving, and multitasking skills.

Shift Requirements

• Willingness to work 24/7 rotational shifts, including night shifts, weekends, and holidays.
• Work From Office.

Cognizant Competencies

• Client Centricity
• Execution Excellence
• Accountability & Ownership
• Compliance & Risk Awareness

Equal Opportunity Employer

We do not discriminate based on race, religion, color, sex, age, disability, nationality, sexual orientation, gender identity or expression, or for any other reason covered.