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Encora

Call Center Customer Service Agent

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Job Title: Call Center Customer Service Agent
Key Skills: Customer Service, English B2 (Conversational), Call Handling, Data Entry, Problem Solving
Experience: +3 years in Call Center or Customer Service)
Location: Mexico City (Paseo de la Reforma)
Schedule: 6:00 AM – 4:00 PM (CDMX Time)
We are hiring a Call Center Customer Service Agent to join our team in Mexico City.
This position is onsite only and requires English B2 (conversational level). Candidates must be based in Mexico City.
Key Responsibilities
  • Handle inbound customer calls in a professional and courteous manner
  • Communicate fluently in both English and Spanish
  • Provide accurate information about banking products, services, and policies
  • Resolve customer inquiries during the first interaction whenever possible
  • Complete follow-ups within established timelines
  • Maintain strict confidentiality and compliance with company policies
  • Accurately input, update, and verify customer data in internal systems
  • Complete required documentation and request forms
  • Use internal systems for call tracking, troubleshooting, and data entry
  • Educate customers on bank products, identifying upselling and cross-selling opportunities
  • Suggest process improvements to enhance customer experience and productivity
  • Stay updated on banking products, services, and procedures
  • Perform additional assigned duties
Required Skills & Qualifications
  • High school diploma or equivalent
  • English level B2 (conversational) required
  • Basic computer skills and data entry ability
  • Excellent communication skills and phone etiquette
  • Strong problem-solving skills and customer-focused mindset
  • Ability to work in a fast-paced onsite environment
Preferred Skills
  • Previous experience in customer service or call center roles
  • Knowledge of banking products and processes
Posted On: 29-06-2026