Customer Care Representative

About us

Headquartered in Mexico City, the company has 210 employees and contact centres in four locations. Sur Telephone Cooperative is a regional carrier serving more than 600,000 broadband and voice customers across Mexico City.

We're looking for a Customer Care Representative to join our team. This is a remote role. Paid training for the first two weeks. After that you will handle 40 to 60 contacts per shift. This role is fully remote within Mexico. Communication happens mostly in Slack and short video calls.

Day to day

• Look up orders, accounts and shipping status in the CRM and order system.
• Complete required training and quality coaching sessions.
• Meet targets for handle time, quality score and customer satisfaction.
• Document every interaction in Zendesk or Salesforce Service Cloud.
• Answer inbound calls, live chats and emails from a queue.

Requirements

• 2+ years of customer service, retail, hospitality or call centre experience.
• Clear speaking voice and good listening skills.
• Reliable attendance. Schedule adherence is tracked.
• Typing speed of at least 35 WPM.
• Basic computer skills (Windows, Outlook, web browsers)
• Comfortable using multiple screens and systems at the same time.

Schedule: Monday to Friday, 11:00 AM to 7:30 PM

Perks and benefits

• Private health insurance.
• Meal vouchers.
• Home office equipment.
• Payment in USD.
• Savings fund.
• Life insurance.
• 13th-month bonus.

If you are shortlisted, we will reach out to set up a first call.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Sur Telephone Cooperative S.A. de C.V..