Job Description
Job Title: Call center agentSkills: customer service, call centerExperience: 1+ YearsJob Location: Mexico City, MexicoOnsite role and Full timeWe are seeking a Call center agent to handle inbound and outbound customer interactions focused on retaining customers who are considering canceling or downgrading services.This role requires strong communication skills, problem‐solving ability, and a customer‐first mindset to deliver a positive experience while meeting retention and quality goals.Key Responsibilities- 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 re...