Postúlate en Kit Empleo: kitempleo.com.mx/empleo/5c1kv0

Job Type: Full‑Time

Salary: MXN $15,500 per month (base salary) + food coupons + performance bonus + benefits

Location: Onsite - Paseo de la reforma

Job Summary
We are seeking a Contact Center Agent – Retention 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 required documentation accurately.





Ensure first‑call resolution whenever possible.

Document all customer interactions accurately in CRM systems.

Quality & Compliance

Follow 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 Expectations

Meet 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 & Qualifications

Prior 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.

#J-18808-Ljbffr

Postúlate en Kit Empleo: kitempleo.com.mx/empleo/5c1kv0

📌 Contact Center Agent – Retention (Ejido de la Finca)
🏢 Coforge
📍 Ejido de la Finca