Bilingual Call Center Agent – Customer Service Retention & Sales Representative

Location: Av. Paseo de la Reforma 342, Mexico City

Work model: 100% on-site. Full time, from Monday to Saturday

About the Role

We are seeking a highly motivated and customer-focused Call Center Agent – Customer Service, Retention & Sales Representative to join our team in Mexico City. The adecuado candidate will be responsible for delivering outstanding customer experiences while supporting retention initiatives and identifying sales opportunities. This role requires strong communication skills, a consultative sales approach, and the ability to resolve customer concerns while promoting products and services that add value to the customer experience.

Responsibilities

- Deliver high-quality customer service via phone in a professional, friendly, and efficient manner.
- Retain customers by identifying needs, resolving concerns, and presenting relevant products, services, and retention offers.
- Leverage consultative selling techniques to identify upselling and cross-selling opportunities.
- Process account updates, service requests, and retention transactions accurately.
- Understand customer needs through active listening and recommend appropriate solutions.
- Follow structured call flows to support customer satisfaction, retention, and sales success.
- Maintain accurate documentation and comply with internal policies and procedures.
- Meet customer satisfaction, retention, and sales performance goals.





Requirements
- 4+ years of experience in call center, customer service, retention, or sales-focused customer support roles.
- Advanced English (mandatory).
- Strong verbal and written communication skills.
- Proven ability to identify customer needs and recommend solutions.
- Sales aptitude with experience in upselling, cross-selling, or customer retention strategies.
- Strong problem-solving and analytical skills.
- Ability to multitask across multiple systems in a fast-paced environment.
- Basic math, computer, and data entry skills.
- Comfortable working with retention, service, and sales-related performance metrics.
- Ability to work a flexible schedule between 8:00 AM and 8:00 PM EST.
- Moderate to advanced hardware/software troubleshooting skills.

Desired Skills
- Customer-focused mindset.
- Sales and consultative selling skills.
- Strong negotiation and objection-handling abilities.
- Empathy and relationship-building skills.
- Problem-solving and critical thinking.

Preferred Qualifications
- 2+ years of experience in retention, save desk, subscription services, or customer support environments.
- Previous experience in inside sales, upselling, cross-selling, or consultative sales.
- Proven ability to achieve customer retention and sales goals.

Job Types: Full-time, Permanent Pay: $15,000.00 - $15,500.00 per month

Language

- English (Required)

Work Location: In person

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