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 changes, service modifications, credits, and required documentati...