TP MX Monterrey Centro.

Teleperformance; Monterrey; On-site; MXN 201,000 - 268,000; Full time

Job summary

Teleperformance Mexico seeks a customer service agent to handle inquiries across call, chat, and email channels in alignment with client guidelines. You will manage interactions to resolve customer needs and contribute to service quality.

Responsibilities include following coaching, maintaining adherence to policies, and aiming to exceed KPIs while reading weekly client updates and CCMS communications. Fluency in Spanish is assumed; additional languages may be required by clients.

Qualifications

• Basic computer skills required.
• MS Office suite proficiency (Outlook, Excel, Word, PowerPoint).
• Ability to adapt, communicate, and work in a team.

Responsibilities

• Handle customer interactions via call, chat, and email following client guidelines.
• Maintain client line of business scope.
• Follow coaching provided by support personnel.
• Meet performance objectives per assessment plan.
• Achieve client KPIs.
• Read and acknowledge CCMS communications.

Skills

Adaptability

Customer Orientation

Teamwork

Communication

Initiative

Customer Learning Abilities

Energy

Analytical Thinking

Productivity

Tools

MS Office

Outlook

Excel

Word

PowerPoint

Job description

Responsible for handling customer interactions via a call (inbound or outbound), chat, email, etc. in accordance to client’s guidelines to resolve customer’s need.

Scope client line of business assigned.

Responsibilities

Assist on maintaining Global Security Policies by informing any inappropriate activity

Manage customer’s interactions in accordance to client’s guidelines

Follow coaching provided by support personnel

Manage customer’s interaction to accomplish objective in conjunction with the performance assessment plan.

Reach key performance indicators established by the client

Read, understand and validate client weekly updates

Read and acknowledge all the CCMS communications

Qualifications

Technical Skills Basic computer skills Basic usage of MS Office standard tools (Outlook, Excel, Word and Power point) Skills according line of business defined in client’s SOW Languages required by client Competencies and Specific Skills Adaptability Customer Orientation Teamwork Communication Initiative Customer Learning Abilities Energy Analytical Thinking Productivity

Job Info

• Job Identification 35012
• Job Category Agents