Customer Service Agents
Mexico City
hace 6 días


Core Functions / Main Responsibilities :

  • Ensuring that the service delivered to our customers hitting the main contractual performance indicators ('KPIs')
  • Clarify customer requirements; probe understanding, use decision support tools and resources to adequately provide the solution to the customer
  • Listen carefully to customers' needs and concerns; demonstrate empathy while maximizing the opportunity to build customer relationships
  • Greet customers in a courteous, friendly and professional manner, using agreed procedures
  • Maintain basic knowledge of customer products and / or services
  • Prepare complete and accurate work, including appropriate account description, as needed
  • Participate in activities designed to improve customer satisfaction and business performance
  • Offer additional products and / or services
  • Track, document and retrieve information in the call tracking database
  • Answering customer questions, referring them to published materials, secondary sources or more employees
  • Candidate Profile

  • Courteous with strong customer service orientation
  • Intermediate English level B1)
  • High School diploma required
  • 6 months minimum of experience in Call center customer service
  • Ability to work under constant changes
  • Ability to work from home
  • Multitasking
  • Strong computer navigation skills and PC knowledge
  • Ability to communicate effectively, both in writing and verbally
  • Reliable with strong attention to detail
  • Skilled in multitasking; including the ability to be flexible and adapt to change quickly
  • Tolerance of repetitive work in a fast-paced, high-production work environment
  • Ability to work as a team member as well as independently
  • Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner
  • Shift rotation capability as needed
  • Based on location and / or program, additional experience / skills may be required
  • Career Structure Role

  • The program required a set of basic skills to perform routine tasks in simple processes, but without specific knowledge of the program / product.
  • It works with strict supervision and clearly defined procedures. Starting to demonstrate familiarity with customer terminology, standards and operational procedures.

    Starting without sustained levels of metric performance.

    Legal Notice

    The statements above are intended to describe the general nature and level of work being done by the people assigned to this work.

    They are not intended to be an exhaustive list of all the responsibilities, duties and skills required of personnel working in that position.

    Concentrix is an equal opportunity employer. Concentrix assesses qualified candidates regardless of race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.

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