Call Center Agent

Encora Inc.; Mexico; On-site; MXN 111,600 - 167,400; Full time

Job summary

Encora Inc. is seeking a Call Center Agent in Mexico City to provide exceptional customer service primarily in English and Spanish. In this role, you will manage inbound calls, resolve customer inquiries, and accurately process data while maintaining confidentiality.

The ideal candidate will have a high school diploma, B2 English proficiency, and previous experience in a customer service environment. This position requires a strong problem-solving mindset and the ability to work efficiently in an onsite call center setting.

Qualifications

• B2 English proficiency is mandatory.
• Prior experience in customer service or call center environments.
• Strong verbal communication skills and professional telephone etiquette.

Responsibilities

• Handle inbound customer calls in a professional and courteous manner.
• Provide accurate information regarding banking products, services, and policies.
• Resolve customer inquiries during the first interaction without unnecessary transfers.

Skills

Customer Service

Banking Support

English B2

Call Center Operations

Data Entry

Customer Communication

Problem Solving

Upselling & Cross‑selling

Education

High school diploma or equivalent

Job description

Job Title

Call Center Agent

Key Skills

Customer Service, Banking Support, English B2, Call Center Operations, Data Entry, Customer Communication, Problem Solving, Upselling & Cross‑selling

Experience

+1 year of experience in Customer Service or Call Center roles.

Location

Mexico.

Mode

Onsite – Monday to Saturday, 6:00 AM to 4:00 PM

Key Responsibilities

• Handle inbound customer calls in a professional and courteous manner.
• Communicate fluently in English and Spanish while delivering excellent customer service.
• Provide accurate information regarding banking products, services, and policies.
• Resolve customer inquiries during the first interaction without unnecessary transfers.
• Complete follow‑ups within committed timelines.
• Maintain customer confidentiality and comply with internal policies and procedures.
• Accurately enter, update, and verify customer information in internal systems.
• Initiate and complete required documentation and request forms.
• Use computer systems for call tracking, troubleshooting, and data entry.
• Educate customers on banking products and services, identifying upselling and cross‑selling opportunities when appropriate.
• Identify opportunities for process improvements that enhance productivity and customer satisfaction.
• Continuously update knowledge of banking products, services, and procedures.
• Perform additional assigned duties as required.

Required Skills & Qualifications

• B2 English proficiency (mandatory).
• High school diploma or equivalent.
• Prior experience in customer service or call center environments.
• Strong verbal communication skills and professional telephone etiquette.
• Basic computer skills and ability to perform data entry.
• Strong problem‑solving skills and customer‑oriented mindset.
• Ability to work in a fast‑paced onsite call center environment.

Preferred Skills

• Knowledge of banking products, services, and procedures.
• Previous experience supporting banking or financial services customers.
• Experience handling upselling and cross‑selling opportunities.

Posting Date

29‑5‑2026

Equal Opportunity Statement

At Coforge, we hire professionals based solely on their skills and do not discriminate based on age, disability, religion, gender, sexual orientation, socioeconomic status, or nationality.