Call Centre Agent

Dear partner,

I hope you’re doing well.

We have an urgent hiring need for 5 Call Center positions in Mexico, and we’d like to engage your team to support us with the search.

I’m sharing the JD so your team can review the requirements and start sourcing immediately, as we are working with a very tight timeline.

The key dates and requirements are:

• Openings: 5 positions

• Hiring deadline: Wednesday, September 9

• Expected start date: Monday, September 14

• Project duration: Through November 30

Given the timeline, we would appreciate your team starting the search in parallel while we confirm the commercial terms.

Could you please confirm your recruitment fee? My understanding is that it is USD 200 per successful hire. Please also confirm the payment terms and whether a replacement/guarantee period is included, particularly considering the temporary nature of the project.

Please let me know if you need any additional information from our side to get started.

Job Description:

Responsibilities

• Handle inbound and/or outbound calls, providing customer support.

• Resolve questions, complaints or requests in a clear, friendly and timely manner.

• Accurately register customer interactions in internal systems.

• Follow up on cases until resolution.

• Meet performance metrics such as response times, quality and customer satisfaction.

• Escalate complex cases to the appropriate teams.

• Provide support through other channels such as chat or email.

• Stay updated on products, services and internal processes.

Requirements

• 4+ years of experience in call center or customer service roles.

• Mandatory B2 English level.

• Excellent verbal and written communication skills in Spanish and English.

• Ability to hold simple conversations or provide basic support in English.

• Basic computer skills: Microsoft Office, CRM or similar tools.

• Ability to work under pressure and meet objectives.

Desired Skills

• Service-oriented attitude and empathy.

• Problem-solving skills.

• Teamwork.

• Organization and attention to detail.

• Adaptability.