Call Center Bilingue jobs in Mexico

Meet/exceed key performance indicators (KPIs):

Handle ~71 calls per day, 95% availability to answer calls, 5.5-minute average handle time, 3.0 average call quality score.
Handle inbound calls, answer questions, research accounts, and process requests relating to payments, quotes, account changes etc.
Respond to customer emails with accurate information in a timely manner.
Make transfer calls or escalations when appropriate.
Keep timecards and availability status updated.
Participate in team chats to share knowledge and best practices.
Position requirements:

Fluency in English and Spanish (verbal and written).
High school diploma required; college or vocational degree preferred but not required.
Minimum 2 years’ experience in an inbound call center.
Minimum 1-2 years’ experience providing customer service in a fast-paced environment.
Skills & Competencies:

Conscientiousness - attention to detail and following all procedures accurately and thoroughly.
Compassion - ability to empathize with frustrated customers and remain positive.
Emotional intelligence - ability to stay calm under pressure and defuse tense situations.
Assertiveness - ability to ask good questions and control calls with empathy and professionalism.
Multitasking - ability to use multiple computer systems while speaking with customers.
Communication Skills - exceptional verbal, written, and active listening skills.
Problem Solving - ability to think critically to resolve non-routine issues.
Technical Skills - ability to quickly learn new software programs, databases, and call center technology.
Teamwork - collaborate positively with team to meet goals.
Technical Requirements:

Dual monitors (one of which can be a laptop screen), a headset, webcam, hardwired computer connection (computer, connected to router by LAN cable, not Wi-Fi), and the following minimum system specifications:

RAM: 8 GB
Storage: 128 GB SSD
Processor: Intel Core i3 or AMD Ryzen 3
Operating System: Windows 10
Desired Work Schedule:

Work schedule is 7:00 AM - 3:30 PM or 8:40 AM - 5:10 Pacific Standard Time (Monday to Friday)
Each 8-hour shift includes two 10-minute breaks (one before lunch, one after lunch) and one 30-minute lunch after the first 4 hours.
This is a full-time remote employee role. 40-hour work week (M-F) in a busy incoming call center.
*This is a fully remote role and we do not provide equipment.

We're offering:

Ability to work remotely (Must work Pacific hours)
Dependable salary
Up to 10 working days of paid vacation per year
Up to 5 working days of absences for illness per year.

-Requerimientos- Educación mínima: Educación secundaria
Idiomas: Inglés
Conocimientos: Call Center
Palabras clave: atencion, care, especialista