DescriptionThis position will provide a positive and key experience to ensure Agent satisfaction. The employee must, at all times, handle calls with the required level of service, providing polite and professional attention, offering exceptional service by answering questions, managing complaints, and resolving issues related to the products and services offered by RIA.
This position will provide a positive and key experience to ensure Agent satisfaction. The employee must, at all times, handle calls with the required level of service, providing polite and professional attention, offering exceptional service by answering questions, managing complaints, and resolving issues related to the products and services offered by RIA. Our standard is to provide the highest level of service to our agents through our inbound call center. As an Agent Support Representative, you will report directly to the department Supervisor and will be responsible for handling incoming phone calls, reviewing, creating, and responding to tickets, emails, among other tasks.
Responsibilities
- Receive calls, tickets,



and emails, providing a positive service experience to the Agent.
- Do not divert any calls for any reason.
- Introduce yourself to the user, identifying yourself properly.
- Respond to Agents' questions, inquiries, and concerns via phone, email, and other channels in a professional manner.
- Enter and verify Agent information accurately in our system.
- Manage phone calls effectively, including but not limited to putting on hold, transferring to other departments promptly, or disconnecting calls without the Agent's consent.
- If it is necessary to transfer the user to another department, this process must be done immediately and in a timely manner.
- It is prohibited to end calls unilaterally without completing the Agent's assistance.
- The Agent must not remain silent for more than 20 seconds, as this could lead to the Agent ending the call and having a negative service experience

📌 Agent Support Representative (Santiago de Querétaro)
🏢 Ria Money Transfer
📍 Santiago de Querétaro