Job Summary
We are seeking aContact 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.

📌 Contact Center Agent - Retention (Ciudad Juárez)
🏢 Coforge
📍 Ciudad Juárez