Postúlate en Kit Empleo: kitempleo.com.mx/empleo/59whwr

Job Title: Call Center Representative Skills: Call Center, BPO, inbound/ outbound call, sales, call center operations.Experience: 6+ monthsJob Location: Paseo de la Reforma 342 piso 20, 06600, Ciudad de Mexico, MexicoShift Timing - Monday to Friday, between 8:00 AM to 8:00 PM ESTFull Time and OnsiteWe at Coforge are hiring Call Center Representative with the following skillset:Key ResponsibilitiesHandle 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.Quality & ComplianceFollow 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.Performance ExpectationsMeet 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 & QualificationsPrior 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.

Postúlate en Kit Empleo: kitempleo.com.mx/empleo/59whwr

📌 Call Center Representative (Ciudad Juárez)
🏢 Coforge
📍 Ciudad Juárez