Contact Center Agent(Customer Service )

Carrier Global Corporation; Monterrey; On-site; MXN 180,000 - 240,000; Full time

Job summary

Carrier Global Corporation in Monterrey is seeking an entry-level Customer Service professional who responds to customer calls, documents procedures, collects data, and provides information to resolve issues. Escalates complex issues to more experienced staff or management.

You will provide high-quality support to Carrier's internal and distributor networks, document interactions, and follow established processes while adapting communication to customer needs.

Qualifications

• High school diploma or equivalent required.
• Bilingual English and Spanish
• Proficiency with call center systems.
• Strong verbal and written communication skills with the ability to interact effectively across departments and customer groups.
• Demonstrated analytical ability to interpret customer data and identify trends.
• Strong ability to collaborate, prioritize, and manage multiple tasks in a fast-paced environment.

Responsibilities

• Resolve inbound calls and cases addressing customer inquiries efficiently while ensuring a positive customer experience.
• Confers with customers that contact the organization by telephone or electronically to provide information about organization products or services, discuss customer accounts, and obtain or address customer complaints.
• Responds to call or emails to customers to provide follow-up on inquiries.
• Generates documentation and solves customer issues/requests/complaints in accordance with procedures, and when required, redirects queries to appropriate department or personnel.
• Provides references to customers to publications of materials and secondary sources of information.

Skills

Bilingual English and Spanish

Call center systems proficiency

Verbal and written communication

Analytical abilities

Multitasking in fast-paced environment

Education

High school diploma or equivalent

Job description

About Carrier

Carrier Global Corporation, global leader in intelligent climate and energy solutions, is committed to creating innovations that bring comfort, safety and sustainability to life. Through cutting‑edge advancementsin climate solutions such astemperature control, air quality and transportation, we improve lives, empower critical industries and ensure the safe transport of food, life‑saving medicines and more. Since inventing modern air conditioning in 1902, we lead with purpose: enhancing the lives we live and the world we share. We continue to lead because of our world‑class, inclusive workforce that puts the customer at the center of everything we do. For more information, visit corporate.carrier.com or follow Carrier on social media at @Carrier.

About the role

This position is for an entry‑level professional in Customer Service who responds to customer calls, documents procedures, collects data, and provides information to customers to resolve issues. Escalates complex issues to more experienced staff or management.

Key Responsibilities

• Resolve inbound calls and cases addressing customer inquiries efficiently while ensuring a positive customer experience.

• Confers with customers that contact the organization by telephone or electronically to provide information about organization products or services, discuss customer accounts, and obtain or address customer complaints.
• Responds to call or emails to customers to provide follow‑up on inquiries.
• Generates documentation and solves customer issues/requests/complaints in accordance with procedures, and when required, redirects queries to appropriate department or personnel.
• Provides references to customers to publications of materials and secondary sources of information.
• Manages and maintains a record of customer interactions or transactions; records details of inquiries, complaints, comments, and actions taken to facilitate future needs in trainings and improvements in customer services.
• Confers with production, sales, shipping, warehouse, or other personnel to expedite or trace shipments.
• May promote products/services to ensure business targets are met.
• May provide after‑sales support for client contracts to ensure customers satisfactions are met.

• Provide high‑quality support to Carrier’s internal & distributor Networks, dealers, and end‑users.
• Document customer interactions in the appropriate systems and maintain accurate, up‑to‑date records.
• Follow call flow guidance and established processes while adapting communication to individual customer needs.
• Supply customers with accurate warranty information.
• Assist in navigating warranty processes using organizational and product knowledge to provide helpful and accurate guidance.
• Conduct timely follow‑up and processing of cases/claims, ensuring clear communication and adherence to operational standards.
• Deliver correct and timely information regarding Carrier products, policies, and procedures.
• Meet individual and team performance goals, including call handling time, quality scores, and customer satisfaction metrics.
• Escalate advanced or unresolved issues to senior team members or management as needed.
• Participate in training and development to expand product knowledge and improve service capabilities.
• Collaborate with peers and cross‑functional teams to provide effective solutions to customer challenges.
• Assist in creating, reviewing, and updating Standard Work Instructions (SWIs) and other operational documentation.

Requirements

• High school diploma or equivalent required.
• Bilingual English and Spanish
• Proficiency with call center systems.
• Strong verbal and written communication skills with the ability to interact effectively across departments and customer groups.
• Demonstrated analytical ability to interpret customer data and identify trends.
• Strong ability to collaborate, prioritize, and manage multiple tasks in a fast‑paced environment.

Benefits

We offer a competitive total rewards package that may include other benefits and well‑being programs. Offerings vary by role and location and are designed to support employees’ health, security, and success.

If you require a reasonable accommodation to complete the application process, participate in an interview, or otherwise engage in the hiring process, please contact us at [e-mail]. We will make every effort to meet your needs in accordance with applicable laws.

Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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