Job Title: Call center agent
Skills: customer service, call center
Experience: 1+ Years
Job Location: Mexico City, Mexico
Onsite role and Full time
We 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, credi...