Contact Center Agent

GraceMark Solutions; Región Centro; Presencial; MXN 198.000 - 237.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Relocation support

Annual bonus

Benefits above minimum

Descripción de la vacante

GraceMark Solutions is hiring a Call Center Specialist in Guadalajara to handle high-volume inbound calls related to payment inquiries, transactions, and account questions. You will ensure a professional customer experience while adhering to security and privacy standards.

Ideal candidates have strong communication skills, experience in fintech or financial services, and the ability to multitask across multiple systems.

Formación

• Experience in customer service, call center, banking, or fintech environments preferred.
• Excellent verbal and written communication skills.
• Ability to multitask across multiple applications and systems.

Responsabilidades

• Handle high-volume inbound calls and provide an excellent customer experience.
• Assist customers with payment-related inquiries, transactions, billing questions, and account issues.
• Support customers with payment processing, transaction status, refunds, disputes, and failed or declined payments.
• Verify customer and transaction information accurately while following security procedures.
• Investigate payment issues, troubleshoot problems, and provide effective resolutions.
• Explain payment processes, policies, fees, and options clearly and professionally.
• Accurately document customer interactions using CRM and payment systems.
• Coordinate with internal teams, payment processors, merchants, and stakeholders to resolve issues.
• Follow call center procedures, quality standards, and confidentiality requirements.

Conocimientos

Customer service

Call center

Fintech

Financial services

Data privacy

Herramientas

CRM

Payment processing

Banking systems

Descripción del empleo

Salary: $19,500 MXN/month + benefits above the law

Are you passionate about customer service, communication, and helping customers resolve payment and financial service inquiries?

We’re looking for a Call Center Specialist to join our team in Guadalajara. In this role, you’ll be a key point of contact for customers, assisting with payment-related inquiries, transactions, account questions, and issue resolution while delivering a professional and exceptional customer experience.

What You'll Do

• Handle high-volume inbound calls while providing an excellent customer experience.
• Assist customers with payment-related inquiries, transactions, billing questions, and account issues.
• Support customers with payment processing, transaction status, refunds, disputes, and failed or declined payments.
• Verify customer and transaction information accurately while following established security procedures.
• Investigate payment issues, troubleshoot problems, and provide effective resolutions.
• Explain payment processes, policies, fees, and available options clearly and professionally.
• Accurately document customer interactions, transactions, and resolutions using CRM and payment-related systems.
• Coordinate with internal teams, payment processors, merchants, and other stakeholders to resolve customer issues.
• Follow established call center procedures, workflows, quality standards, compliance requirements, and service-level expectations.
• Handle sensitive customer and financial information with strict confidentiality and data-privacy standards.
• Escalate complex payment, fraud, or transaction-related issues to the appropriate teams when required.

What We’re Looking For

• Previous experience in customer service, call center, contact center, banking, payments, fintech, financial services, or a similar environment is preferred.
• Experience handling payment-related customer inquiries or financial transactions is highly desirable.
• Excellent verbal and written communication skills.
• Strong customer-service orientation with professionalism and patience.
• Ability to multitask and work efficiently across multiple applications and systems.
• Strong problem-solving, analytical, and conflict-resolution skills.
• Comfortable working in a fast-paced, high-volume contact center environment.
• Ability to handle sensitive financial and customer information responsibly.
• Experience with CRM, payment processing, banking, or financial systems is a plus.

Customer Service | Payment Support | Call Handling | Payment Processing | Transaction Support | Billing & Account Inquiries | Refunds | Payment Disputes | Failed/Declined Transactions | CRM | Data Entry | Problem Solving | Conflict Resolution | Communication | Financial Services | Fintech | Data Privacy | Team Collaboration

What We Offer

• $19,500 MXN/month
• Benefits above the legal minimum
• Annual performance-based bonus
• Standard industry benefits
• Relocation support, subject to company policy, for eligible candidates relocating from outside Guadalajara

If you’re a customer-focused professional with payment, banking, fintech, or financial services experience and are looking to grow your career in a dynamic contact center environment, we’d love to hear from you!