About the role
Hello! 👋🏽 At Factorial we're looking for a new Contact Center Agent for the Mexican Market to help us boost the company to the next level. We believe in developing our team, spreading our company culture, and sharing our views on how Human Resources can make a difference for organizations all over the world. Ready to be part of the challenge?🚀 The Contact Center Agent is the frontline representative of the company, responsible for delivering excellent customer service by answering inquiries, resolving issues, and providing information about products or services. This role requires strong communication skills, a customer-centric attitude, and the ability to handle a high volume of interactions efficiently and professionally. Handle incoming calls, chats and tickets from customers, providing timely and accurate information. Resolve customer complaints and issues by identifying solutions, escalating when necessary, and ensuring follow-up until resolution. Deliver exceptional service to ensure a positive customer experience and maintain customer satisfaction. Develop a thorough understanding of the company’s products, services, and policies to address customer inquiries effectively. Stay updated on new product launches, changes in processes, and company updates. Diagnose customer issues, troubleshoot problems, and provide appropriate solutions in a calm and professional manner. Collaborate with other departments when needed to ensure comprehensive resolution of customer concerns. Accurately record call/chat/ticket details, customer information, and resolutions in the CRM or call tracking system. Manage a high volume of calls, chats and tickets while meeting quality standards, including first-call resolution and average handling time. Achieve individual and team KPIs, such as customer satisfaction (CSAT), Quality (QA), and adherence to service level agreements (SLAs). Participate in team meetings, training sessions, and coaching to enhance skills and knowledge. Your Profile 🧐 Native in Spanish is required and fluent in English. Previous experience in a call center, customer service, or related role is an advantage but not mandatory. Yare proactive and you like to put forward new ideas. Familiarity with CRM software, call center tools, or ticketing systems is a plus. Excellent verbal and written communication skills. Strong problem-solving and conflict-resolution abilities. Ability to multitask and work in a fast-paced environment. Patience, empathy, and a customer-focused attitude.
