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