Customer Service Call Center Specialist

Job Title - Customer Service Specialist (Retention) Skills - Inbound / Outbound calling, Sales & Call Centre operations experience

Experience - 5 - 10 years

Location - Ciudad de México, Mexico City, Mexico

Shift Timing - Monday to Friday, 8:00 AM - 8:00 PM (EST)

We at Coforge are hiring a Bi‐Lingual Customer Service Specialist (Retention) agent in Mexico with the following skillset:

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.

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.

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.