Careers
Customer Service Representative
- Location
- Mérida
- Work mode
- Onsite
- Type
- Full-time
- Level
- Entry
- Language
- Spanish
- Department
- Customer Experience
- Shift
- Rotating, coverage 07:00 to 21:00, including weekends
- Requisition
- CSMX-BPO-002
About the role
You will be the first voice of the brands we serve, handling enquiries by phone, chat, email and WhatsApp for Mexican and Latin American accounts, with clarity, empathy and speed. This is an entry role with full paid training. No prior call-centre experience is required. We work in Mérida, one of the safest cities in Mexico.
Key responsibilities
- Atender entre 50 y 80 interacciones por turno por voz, chat, correo y WhatsApp según el programa
- Resolver en el primer contacto siempre que sea posible, con un objetivo igual o superior al 75%
- Documentar cada interacción de forma completa y precisa en el CRM del cliente
- Escalar los casos complejos o de alta severidad al Team Leader según el protocolo
- Seguir las guías de tono y marca de cada cliente
- Gestionar reembolsos, cambios de pedido, ajustes de servicio y consultas de facturación dentro de los límites
- Actualizar información cumpliendo la LFPDPPP y los requisitos del cliente
- Manejar cancelaciones, reclamos y fallas de servicio con técnicas de desescalada
- Cumplir los objetivos de tiempo medio de gestión del programa
- Participar en las reuniones diarias, la calibración de calidad y las capacitaciones
Requirements
- Español nativo o equivalente, con excelente expresión oral y escrita
- Bachillerato o preparatoria terminada
- Escritura de al menos 35 palabras por minuto con 95% de precisión
- Comodidad en entorno Windows con varias aplicaciones simultáneas
- Disponibilidad para turnos rotativos, incluyendo fines de semana y días festivos
- Disponibilidad para trabajar de forma presencial en Mérida
- Identificación mexicana vigente y derecho a trabajar (CURP y RFC)
Preferred
- Experiencia previa en servicio al cliente, retail, hotelería o call center
- Estudios técnicos o universitarios en curso o completados
- Conocimiento de plataformas CRM (Zendesk, Salesforce, Freshdesk, HubSpot)
- Inglés A2 o superior, con interés en desarrollarlo
- Experiencia en banca, telecomunicaciones, comercio electrónico o servicios
Career path
Representante de Servicio al Cliente → Especialista en Materia → Team Leader → Analista de Calidad o de Fuerza Laboral → Gerente de Operaciones
What we offer
- Direct employment with Corpshore Mexico under the Federal Labour Law
- IMSS social security registration from day one
- INFONAVIT housing fund and retirement savings (SAR and Afore) as required by law
- Year-end bonus (aguinaldo) above the legal minimum
- Leave under the vacaciones dignas reform, with a vacation premium above the legal minimum
- Statutory profit sharing (PTU)
- Grocery vouchers and a savings fund with employer contribution
- Major medical insurance for eligible roles, with family cover options
- Paid initial training and continuous development throughout employment
- Sponsored professional certification for eligible roles (COPC, ITIL, Six Sigma, HDI, ICMI, technical and cloud certifications)
- Language development support, with a focus on progression from B2 to C1 in English
- Documented career path with internal promotion prioritised
- Staff wellbeing programme, including on-site psychological support for accounts handling sensitive content
- Access to career opportunities across the global Corpshore network
Equal opportunity and data protection
Corpshore Mexico is an equal opportunity employer. We consider all qualified applicants without regard to gender, age, origin, religion, disability, marital status or any other characteristic protected under the Federal Labour Law. Personal data provided during selection is handled under the LFPDPPP and its Regulation, used solely for recruitment and retained under our documented policy. You may exercise your ARCO rights by contacting info@corpshore.solutions.
Apply for this role
Apply directly on this page. Attach your CV in Spanish, English or both. If no current vacancy matches your profile, join our talent community and we will contact you when a suitable role opens. Applications are reviewed daily and shortlisted candidates are contacted within five business days.