Call Center Representative

Job Title:
Call center agent
Skills:
customer service, call center
Experience: 1+
Years
Job Location:
Mexico City, Mexico
Onsite role and Full time
We are seeking a Call center agent to handle inbound and outbound customer interactions focused on retaining customers who are considering canceling or downgrading services. This role requires strong communication skills, problem‐solving ability, and a customer‐first mindset to deliver a positive experience while meeting retention and quality goals.
Key Responsibilities
Handle inbound and outbound calls from customers expressing dissatisfaction or intent to cancel services.
Identify reasons for potential cancellations and present appropriate retention solutions.
Communicate service features, promotions, discounts, and approved retention offers clearly and professionally.
De‐escalate difficult calls while maintaining empathy, professionalism, and compliance.
Process account chang...