Contact Center Agent (SaaS)

TL;DR

Contact Center Agent (SaaS): Handling customer inquiries and resolving issues for the Mexican market with an accent on delivering exceptional customer experience and first-call resolution. Focus on diagnosing customer problems, collaborating across departments, and maintaining high CSAT and SLA standards.

Location: Hybrid (Ciudad de México, Mexico)

Company

hirify.global is an all-in-one HR software helping SMEs automate workflows, centralize employee data, and make better business decisions.

What you will do

• Handle incoming calls, chats, and tickets, providing timely and accurate information to customers.
• Resolve customer complaints and troubleshoot problems, escalating issues when necessary to ensure resolution.
• Maintain a deep understanding of company products, services, and policies to address inquiries effectively.
• Record all interaction details and resolutions accurately within the CRM or call tracking system.
• Meet individual and team KPIs, including Customer Satisfaction (CSAT), Quality (QA), and SLAs.
• Collaborate with internal departments to ensure a comprehensive resolution of customer concerns.

Requirements

• Native Spanish proficiency is required.
• Fluent English proficiency is required.
• Must be based in or able to work in Ciudad de México (Hybrid).
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Ability to multitask and work efficiently in a fast-paced environment.

Nice to have

• Previous experience in a call center, customer service, or related role.
• Familiarity with CRM software, call center tools, or ticketing systems.

Culture & Benefits

• Hybrid work model and shorter Fridays for better work-life balance.
• Private health insurance, including nutrition and therapy support.
• Grocery vouchers, free coffee, tea, breakfast, and snacks.
• Wellhub (Gympass) membership.
• High-growth, multicultural environment with internal language exchange opportunities.