Especialista en Centro de Llamadas – Atención y Ventas

MCI; Hermosillo; On-site; MXN 156,000 - 246,000; Full time

Benefits offered by this job

Paid Time Off

Health Benefits

Retirement Savings

Career Growth

Paid Training

Casual Dress Code

Job summary

MCI is seeking call center representatives in Hermosillo to support a variety of inbound customer service and outbound sales projects. You will handle inquiries, upsell products and services, and maintain accurate documentation in our systems.

Ideal candidates are motivated, reliable, with strong organizational and communication skills, fluent in English, and able to work in a fast-paced environment with shifting priorities.

Qualifications

• Must be 18 years or older.
• Diploma of secondary education or equivalent.
• Excellent organizational, written, and spoken communication skills.
• Ability to type quickly and accurately (more than 20 words per minute).
• Basic knowledge of Microsoft Office Suite (Excel, PowerPoint, Word, Outlook).
• Basic understanding of Windows operating system.
• Very reliable with regular attendance and punctuality.
• Ability to assess, troubleshoot and follow up on customer issues.
• Conflict resolution, problem solving and negotiation aptitude.
• Customer service orientation (empathetic, responsive, patient and thorough).
• Ability to multitask, stay focused and self-manage.
• Strong teamwork and customer-focused mindset.
• Ability to thrive in a fast-paced, changing environment.
• Excellent interpersonal skills and ability to build relationships with team and clients.
• Ability to read and speak English fluently.

Responsibilities

• Handle inbound and outbound contacts in a courteous, timely, and professional manner.
• Ensure first-call resolution by diagnosing issues and managing calls effectively.
• Research systems to locate missing information as needed; coordinate with other departments to resolve issues.
• Document accurately and process customer complaints in appropriate systems.
• Lead investigative discussions to determine best options for the customer.
• Use knowledge base and training to accurately respond to customer questions following scripts, policies and procedures.
• Comply with confidential information and personal data requirements.
• Escalate customer issues to the appropriate staff and managers for resolution.
• Attend meetings and trainings and review new training material to stay updated on program, systems and process changes.
• Meet attendance and schedule requirements.

Skills

Customer service

Communication

Multitasking

Teamwork

MS Office basics

Windows basics

English fluency

Punctuality

Education

High school diploma

Tools

Microsoft Office

Windows OS

Job description

MCI is seeking call center representatives in Hermosillo to support a variety of inbound customer service and outbound sales projects. You will handle inquiries, upsell products and services, and maintain accurate documentation in our systems.

Ideal candidates are motivated, reliable, with strong organizational and communication skills, fluent in English, and able to work in a fast-paced environment with shifting priorities.