Provide professional and empathetic telephone support and collection management, ensuring operational continuity, process compliance, and a positive customer experience, in line with F5 standards.
Main Responsibilities
- Handle inbound and outbound calls in English and Spanish.
- Manage collections focusing on recovery, negotiation, and follow-up.
- Assist clients with queries related to tax services.
- Document interactions clearly and promptly in assigned systems.
- Meet quality, productivity, and compliance metrics.
- Adapt to different workflows (collections/customer service) as needed.
Required Profile (Hard Skills)
- Advanced English (C1) - essential.
- Native or advanced Spanish.
- Previous experience in collections, call center, or customer service (preferably in financial, lending, or professional services sector).
- Proficiency in CRM or contact systems (dialers, ticketing, etc.).
- Strong writing and documentation skills.
- Availability for in-person attendance - essential.:
- Availability to work 35 hours per week, Monday to Sunday,
with one variable rest day - essential.:
- Availability to work adaptable shifts within the 7:00 am - 6:00 pm time frame - essential.
Key Competencies (Soft Skills)
- Empathy and assertive communication (professional client interaction).
- Objection handling and negotiation.
- Emotional intelligence and stress management.
- Responsibility and a strong sense of commitment.
- Operational flexibility (cross-training).
- Focus on continuity and teamwork.
- Ethics, confidentiality, and adherence to processes.
Desired Experience
- 1 to 3 years in collections or bilingual customer service (base profile).
Economic Conditions
- Salary: $9,452 MXN gross monthly.:
- Grocery vouchers: Monthly grocery vouchers after the probationary period.:
- Sunday premium (Prima Vacacional): The applicable Sunday premium will be paid for Sundays worked.
- Legal benefits.
- Opportunity for growth and operational stability.