Customer Service Adviser

Sur Telephone Cooperative is hiring a Customer Service Adviser to work remotely from Mexico. Looking for patient people who can follow a process, type while they talk and stay polite with upset callers. Hourly pay plus quarterly performance bonus, health benefits after 60 days and paid time off. This role is fully remote within Mexico. We use Slack, Notion and Google Meet. Cameras on for team calls.

Main duties

• Notice repeat problems and report them to your team lead
• Transfer calls to the right department with a warm handoff
• Call customers back on open issues within the promised timeframe
• Update customer records accurately
• Follow scripts and required disclosures on recorded lines
• Complete required training and quality coaching sessions
• Look up orders, accounts and shipping status in the CRM and order system
• Process returns, exchanges, refunds and address changes

Required qualifications

• 2-4 years of customer service, retail, hospitality or call centre experience
• Comfortable using multiple screens and systems at the same time
• Reliable attendance. Schedule adherence is tracked
• Typing speed of at least 35 WPM
• Clear speaking voice and good listening skills

Also helpful

• Bilingual English and Spanish (pay differential)
• Experience handling escalations
• Knowledge of e-commerce order systems such as Shopify

Schedule: Monday to Friday, 8:00 AM to 4:30 PM

Why work with us

Salary range: MXN 17,500 to MXN 22,000 per month

• Private health insurance
• Stock options
• Annual bonus
• Payment in USD
• Life insurance
• Meal vouchers

About Sur Telephone Cooperative

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.

Please submit your CV in English.

We may close this posting early once we have enough applications.

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..