We are looking for bilingual Customer Service Agents with strong troubleshooting skills and a proven track record in delivering high-quality customer support. This role is part of Elektra Go’s new in-house Contact Center and requires excellent communication skills, active listening, and the ability to manage inquiries through multiple channels. Candidates must have experience using softphones and CRM tools.

Responsibilities
- Handle inbound and outbound customer interactions via phone, chat, email, and WhatsApp.
- Perform step-by-step troubleshooting, identify root causes, and provide clear resolutions.
- Use probing questions to gather accurate information and accelerate case resolution.
- Support users with account access, app functionality, remittance flows, card usage, and identity verification.
- Document all cases clearly and accurately in the CRM system
- Escalate complex issues to Product, IT, or Risk teams following established workflows.
- Maintain high standards of customer service, empathy, accuracy, and professionalism.
- Flag recurring issues to help identify bugs,



inefficiencies, or process improvements.
- Meet KPIs related to quality, productivity, adherence, and customer satisfaction.
- Adhere to punctuality, attendance, and internal Contact Center policies

Requirements
- Minimum 3 years of verifiable experience in customer service or contact center roles.
- Bilingual English–Spanish, written and spoken (testing required).
- Strong troubleshooting and problem-solving skills.
- Proven use of softphone systems (e.g., Five9, Dialpad, Talkdesk, Zendesk Voice, Aircall, RingCentral, Avaya, etc.).
- Ability to ask targeted probing questions to diagnose issues.
- Strong customer service skills, including conflict resolution and empathy statements.
- Excellent active listening and communication abilities.
- Experience working with CRM tools (HubSpot, Zendesk, Salesforce, Freshdesk, etc.).
- Own computer equipment and reliable internet connection.
- High le

📌 Customer Service Agent (México)
🏢 Axented
📍 México