We are seeking a Customer Care Representative in Mexico. Role is remote but individual must reside in Mexico.

All remote employees must be on camera for all training sessions, including new hire orientation and meetings with leaders and clients. Working at home requires internet speeds that can support the FA systems; a minimum download speed of 120mps and 10mbp upload is required. Computers must be hard wired to a router (We provide equipment).

While this role is 100% work from home, individual must be in Mexico.

Responsibilities:
- Open and conduct all conversations professionally and with empathy. Customer Care Representatives must remain calm, listen carefully, be polite, explain reasons for the current situation and what s/he/they will be doing to help resolve this issue.
- De-escalation of client frustration is a key responsibility of the agent. Calls are randomly monitored by supervisors for quality control and employee development/training purposes
- Document all information gathered, and actions performed during the customer care interaction (the call)



in the relevant FA systems. This includes the reason for the call, information shared, the resolution, escalation to the appropriate teams, and follow-up activities needed. Tickets may need to be logged and assigned to other departments, such as Operations or Information technology. These departments may need to be reached during the call as well (real time). This may also include helping the caller capture computer screen images that can be added/uploaded to the documentation. This documentation activity occurs during the call itself and shortly after. Complete information must be entered into various systems within 90 seconds to 2 minutes after the call closes in order to take the next call.
- The Associate Customer Care Representative also contributes to knowledge content in the reference center that supports continued enrichment of online resources that helps to resolve support cases while promoting th

📌 Associate Customer Care Representative (México)
🏢 First Advantage
📍 México