Manager Call Center Siniestros

Axa Assistance Mexico S.A. De C.V.; A distancia; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

Una destacada empresa de asistencia busca un Especialista en Atención al Cliente para brindar soporte de alta calidad de manera remota. El candidato ideal debe ser bilingüe en inglés y español, con un mínimo de 2 años de experiencia en atención al cliente. Las responsabilidades incluyen manejar consultas, resolver problemas y mantener relaciones con clientes de pequeñas empresas en EE. UU. Se ofrece un salario competitivo y oportunidades de crecimiento a largo plazo.

Servicios

Bono semanal de hasta MXN 2,000

Beneficios de ley

Oportunidades de desarrollo profesional

Formación

• Mínimo 2 años de experiencia en atención al cliente.
• Experiencia en roles de servicio al cliente y ventas suaves preferida.
• Capacidad para gestionar múltiples casos simultáneamente.

Responsabilidades

• Manejar llamadas entrantes y salientes para pequeñas empresas de EE. UU.
• Responder consultas de clientes por teléfono, correo electrónico y chat.
• Construir y mantener relaciones sólidas con los clientes.

Conocimientos

Inglés avanzado

Español avanzado

Habilidades de comunicación

Resolución de problemas

Atención al detalle

Organización

Herramientas

CRM (Salesforce, Zendesk)

Descripción del empleo

Overview

The Customer Service Specialist is responsible for delivering high-quality support to customers by handling inquiries, resolving issues efficiently, and ensuring a positive customer experience. This role plays a key part in supporting daily operations, maintaining strong customer relationships, and contributing to service excellence in a fully remote environment.

What You’ll Do

• Handle inbound and outbound customer calls for U.S.-based small businesses (e.g., cleaning or electrical services).
• Respond to customer inquiries via phone, email, and live chat.
• Provide quotes, enter orders in the system, and follow up to ensure completion.
• Proactively build and maintain strong customer relationships.
• Recommend suitable products or services tailored to customer needs.
• Resolve customer concerns and complaints promptly and professionally.
• Collaborate with team members to identify upsell opportunities and share feedback.
• Ensure accurate record-keeping of all customer interactions and transactions.
• Follow up with customers to confirm satisfaction and resolution.
• Manage multiple interactions simultaneously while maintaining high efficiency.

What We’re Looking For

• Advanced English and Spanish proficiency (spoken and written).
• Minimum 2 years of call center experience required.
• Experience in customer service and soft sales roles preferred.
• Comfortable using multiple software programs simultaneously.
• Excellent communication, active listening, and problem-solving skills.
• Detail-oriented, proactive, and organized.
• Strong time management and ability to work independently.
• Seeking candidates interested in long-term employment and career growth.
• Base Salary: MXN 3,000 per week (net).
• Weekly Bonus: Up to MXN 2,000 based on attendance and punctuality.
• Total Weekly Earnings: Up to MXN 5,000 net (approx. MXN 20,000/month).
• Performance Reviews every 6 months: 6-month bonus, 12-month salary raise, 18-month bonus, 24-month salary raise.
• Law-mandated benefits plus additional perks.

Role Details

Location: Remote (Mexico)

Experience Level: 2+ Years

About the Role: Our client is seeking dynamic and motivated Bilingual Customer Service Representatives to join our growing team. This is a fully remote, full-time position focused on delivering exceptional service to our clients, while identifying opportunities to upsell relevant services. You will be the voice of trusted U.S.-based home service businesses such as cleaning, plumbing, and electrical companies, ensuring clients feel supported, informed, and valued at every step.

What You’ll Do (Continued)

• Handle inbound and outbound customer calls for U.S.-based small businesses (e.g., cleaning or electrical services).
• Respond to customer inquiries via phone, email, and live chat.
• Provide quotes, enter orders in the system, and follow up to ensure completion.
• Proactively build and maintain strong customer relationships.
• Recommend suitable products or services tailored to customer needs.
• Resolve customer concerns and complaints promptly and professionally.
• Collaborate with team members to identify upsell opportunities and share feedback.
• Ensure accurate record-keeping of all customer interactions and transactions.
• Follow up with customers to confirm satisfaction and resolution.
• Manage multiple interactions simultaneously while maintaining high efficiency.

Requirements

• 2+ years of experience in a Customer Service, Support, or Operations-related role.
• Advanced English proficiency (spoken and written).
• Strong communication, problem-solving, and interpersonal skills.
• Ability to manage multiple cases simultaneously in a fast-paced, remote environment.
• High attention to detail and strong organizational skills.

Preferred Qualifications

• Experience supporting U.S.-based customers.
• Familiarity with CRM or ticketing systems (e.g., Zendesk, Salesforce, Freshdesk).
• Experience working in a remote or distributed team environment.
• Customer-focused mindset
• Strong ownership and accountability
• Adaptability and resilience
• Professional and empathetic communication
• Team collaboration

What We Offer

• Stable and growing company with offices based in Miami

Role overview and company context: Adlecta is expanding its Business Process Outsourcing (BPO) services to support companies worldwide in building high-performing teams. We specialize in identifying, hiring, and managing top talent across multiple industries, ensuring our clients have the right professionals to support their growth and operations. We are currently hiring on behalf of Dysolve, a U.S.-based, technology-driven company operating at the intersection of education and healthcare. Dysolve leverages advanced AI solutions to support individuals facing complex and debilitating disorders through innovative, evidence-based approaches. This role offers a unique opportunity to work within a mission-driven education and healthcare environment while being employed and supported by Adlecta’s global team.

Role Overview

The Customer Support Manager is responsible for leading, developing, and overseeing the customer support function supporting Dysolve. This role ensures that customer support agents deliver exceptional, compliant, and empathetic service across all communication channels while meeting quality, performance, sales, retention, and insight-gathering objectives. The manager acts as a key link between frontline support agents, Adlecta leadership, and Dysolve stakeholders, ensuring consistency, scalability, continuous improvement of customer experience operations, and effective collection of customer feedback to inform marketing research and product development.

Work Schedule & Location

• Full-time, remote position
• Monday to Friday, 10:00 AM – 6:00 PM Eastern Time (ET)
• Must be available to work during U.S. business hours

Key Responsibilities

• Lead, coach, and manage a team of Customer Experience Specialists.
• Oversee onboarding, training, and continuous development of support agents.
• Monitor individual and team KPIs, including CSAT, response times, resolution rates, sales, retention, and feedback collection metrics.
• Conduct regular performance reviews, feedback sessions, and improvement plans.
• Foster a culture of empathy, accountability, precision, and professionalism.

Operations & Quality Assurance

• Ensure all customer interactions strictly follow approved scripts, policies, procedures, and compliance standards.
• Review calls, emails, chats, and CRM records to ensure accuracy, tone, and adherence to guidelines.
• Support agents in handling complex, sensitive, or escalated customer cases.
• Identify recurring issues, quality gaps, or training needs and implement corrective actions.
• Ensure complete, accurate, and timely documentation in Salesforce and related systems.

Customer Feedback, Insights & Research

• Establish clear processes for customer support agents to actively gather, document, and categorize customer feedback during interactions.
• Ensure customer insights related to user experience, objections, unmet needs, and feature requests are consistently captured.
• Collaborate with marketing and product teams to transform customer feedback into actionable insights for marketing research, messaging refinement, and product improvement.
• Address gaps where feedback collection has been previously underutilized or neglected, ensuring it becomes a core responsibility of the support function.

Process Improvement & Reporting

• Continuously improve support workflows, escalation paths, QA processes, and internal documentation.
• Collaborate with Adlecta leadership and Dysolve teams to refine KPIs and SLAs.
• Prepare and present regular performance, quality, retention, and customer insight reports.
• Act as the voice of the customer by sharing trends, pain points, and improvement opportunities with cross-functional teams.

Customer Experience & Retention

• Ensure high-quality handling of technical, billing, service, and account-related issues.
• Guide agents in applying retention strategies and approved incentives when appropriate.
• Maintain the highest standards of confidentiality, data security, and precision of language in a regulated environment.
• Ensure consistent, empathetic, and professional communication across all customer touchpoints.

Qualifications

• Proven experience as a Customer Support Manager, Team Lead, or Supervisor.
• Strong background in customer service, support operations, sales, retention, or customer experience management.
• Native-level English (spoken and written).
• Experience using CRM systems (Salesforce preferred) and customer support tools (e.g., TalkDesk or similar).
• Strong leadership, coaching, and conflict-resolution skills.
• Highly organized, detail-oriented, and process-driven.
• Ability to work in sensitive, compliance-focused environments such as education or healthcare.
• Analytical mindset with the ability to leverage data and KPIs to drive performance and improvements.
• Comfortable working in a fast-paced, evolving environment.

Nice to Have

• Experience in education, healthcare, mental health, or other regulated industries.
• Experience building or scaling customer support teams.
• Experience creating SOPs, QA frameworks, feedback loops, or training programs.
• Experience working with remote or international teams.

Why Join Adlecta

• Global Exposure – Work with international clients across education and healthcare while being part of a growing global BPO organization.
• Stability & Support – Be employed by Adlecta, with structured HR, operational, and leadership support.
• Meaningful Work – Contribute directly to Dysolve’s mission of improving lives through education- and healthcare-driven AI solutions.
• Career Growth – Strong performers can grow into senior leadership, operations, or multi-client management roles.
• Professional Development – Gain hands-on experience in customer experience leadership, regulated industries, compliance, and customer insights strategy.

Location: Remote (Mexico) | Experience Level: 2+ Years | Base Salary: MXN 3,000 per week (net) | Weekly Bonus: Up to MXN 2,000 | Total Weekly Earnings: Up to MXN 5,000 net (approx. MXN 20,000/month) | Language Requirement: Advanced English proficiency