Retention & Sales Champion — Call Center Agent

Encora Inc.; Ciudad de México; On-site; MXN 240,000 - 300,000; Full time

Job summary

Encora Inc. in Mexico City is seeking a Call Center Agent – Customer Service Retention & Sales Representative. You will deliver high-quality customer service, identify retention opportunities, and promote products or services while meeting sales targets.

Ideal candidates have 4+ years in a customer service or sales role, advanced English, and availability to work Monday through Saturday starting at 6:00am. This on-site, full-time role is based at Av. Reforma #342, Mexico City.

Qualifications

• Strong customer service, interpersonal, and verbal communication skills.
• Sales aptitude with a customer-centric and solutions-based approach.
• Analytical thinking and problem-solving ability.
• Ability to multitask in a fast-paced environment.
• Ability to build rapport quickly and confidently recommend appropriate solutions.
• Comfortable working toward retention, service, and sales goals.
• Flexible schedule between 8:00 AM and 8:00 PM EST.
• Hardware/software troubleshooting capability.

Responsibilities

• Deliver high-quality customer service via phone in a professional, friendly, and efficient manner.
• Retain customers by identifying needs, resolving concerns, and presenting relevant products, services, and save offers that align with the customer’s situation.
• Leverage consultative selling techniques to uncover opportunities for upselling, cross-selling, and strengthening long-term customer loyalty.
• Accurately process save transactions, service requests, and account updates in a timely manner.
• Use effective communication, probing, and active listening skills to fully understand the customer’s needs and recommend best-fit solutions.
• Clearly explain products, pricing, fees, adjustments, promotions, and service details in a way that builds confidence and supports informed decision-making.
• Follow structured call flows designed to optimize both the customer experience and retention/sales success.
• Demonstrate professionalism, patience, empathy, and sound judgment while navigating objections, service issues, and challenging customer interactions.
• Maintain accuracy in documentation and adhere to all compliance, quality, and scripting requirements.
• Consistently work toward achieving key performance expectations, including customer satisfaction, retention, and sales-related goals.
• Identify opportunities to add value during customer interactions by promoting solutions that enhance the customer’s overall experience and meet business objectives.

Skills

Customer Focus

Sales Acumen

Adaptability

Multitasking

Communication

Influence & Persuasion

Integrity & Ethics

Initiative

Results Orientation

Sound Judgment

Team Collaboration

Education

High school diploma

Job description

Encora Inc. in Mexico City is seeking a Call Center Agent – Customer Service Retention & Sales Representative. You will deliver high-quality customer service, identify retention opportunities, and promote products or services while meeting sales targets.

Ideal candidates have 4+ years in a customer service or sales role, advanced English, and availability to work Monday through Saturday starting at 6:00am. This on-site, full-time role is based at Av. Reforma #342, Mexico City.