Customer Service Representative

A bit 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.

Position summary:

Our team is growing and we are hiring a Customer Service Representative. Hourly pay plus quarterly performance bonus, health benefits after 60 days and paid time off. This role is fully remote within Mexico.

Day to day:

• Complete required training and quality coaching sessions.
• Follow scripts and required disclosures on recorded lines.
• Process returns, exchanges, refunds and address changes.
• Meet targets for handle time, quality score and customer satisfaction.
• Call customers back on open issues within the promised timeframe.
• Look up orders, accounts and shipping status in the CRM and order system.
• Update customer records accurately.
• Notice repeat problems and report them to your team lead.

What you'll need:

• 2-4 years of customer service, retail, hospitality or call centre experience.
• For remote roles: quiet workspace and wired internet at 25 Mbps or faster.
• High school diploma or GED.
• Able to sit at a workstation and wear a headset for a full shift.
• Clear speaking voice and good listening skills.

Schedule: Part-time, 20 to 25 hours per week including Saturdays

Pay and benefits:

• Home office equipment.

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

Duration: 6 months. 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..