TP CDMX One Tower.

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

Job summary

Teleperformance in Puebla is seeking a bilingual customer service agent to handle inquiries in English and Spanish, following client guidelines and coaching guidance to ensure high customer satisfaction.

The role requires strong communication, problem-solving abilities, and basic computer skills. On-site work in Puebla is expected, with targets tied to KPIs and performance metrics.

Qualifications

• Advanced English level required.
• Strong communication and problem-solving skills.
• Basic computer skills essential.
• On-site in Puebla availability.

Responsibilities

• Assist in maintaining Global Security Policies and report inappropriate activity.
• Manage customer interactions per client guidelines.
• Follow coaching from support personnel.
• Reach KPIs and performance targets with the client.
• Read and acknowledge CCMS communications.

Skills

Communication

Customer Service

Problem-Solving

Technical Skills

Organization

Soft Skills

Tools

CRM

MS Office

Job description

Handle customer inquiries in English and Spanish
Provide accurate information and solutions
Ensure customer satisfaction and build positive relationships
Follow company guidelines and processes

What we’re looking for

Advanced English level
Strong communication and problem-solving skills
Basic computer skills
Availability to work on-site in Puebla

Skills:

Communication

• Strong verbal and written communication in English and Spanish
• Clear and effective explanation skills
• Professional and friendly tone

Customer Service

• Customer-focused mindset
• Complaint handling and conflict resolution
• Empathy and patience
• Commitment to customer satisfaction

Problem-Solving

• Critical thinking
• Ability to make quick decisions
• Ability to work under pressure

Technical / Digital

• Basic computer skills
• Experience with CRM systems (preferred)
• Multitasking (handling calls, chats, and systems simultaneously)

Organization

• Time management
• Ability to meet KPIs and performance metrics

Soft Skills

• Teamwork
• Proactivity
• Responsibility

#Oracle26

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 35011
• Job Category Agents
• Posting Date 06/16/2026, 10:10 PM