Customer service representative
Location: Remote (U.S. Transportation Company)
Employment Type: Full-Time
Schedule: 40 hours per week with 2 days off
We are seeking proactive and committed agents to join our integrated Call
Center and Operations team with experience in customer service and a strong
commitment to customer satisfaction, particularly via phone support. This is a
remote position with 8-hour shifts and direct supervision. Agents are expected
to attend their assigned shifts consistently, report to their supervisor, and meet
performance goals based on established KPIs. While the primary responsibility
is handling inbound and outbound calls, agents may also be assigned chat
support, dispatch duties, and back-office tasks.
This role involves direct communication with both external customers
(passengers) and internal customers (drivers), ensuring trip coordination and
real-time monitoring of active services.
Key Responsibilities:
- Manage inbound and outbound customer calls
- Resolve inquiries and provide support by phone
- Assist customers via chat when needed
- Complete administrative and back-office tasks
- Log all interactions accurately in Salesforce
- Collaborate with the team to maintain high service standards
- Skilfully handle customer complaints, ensuring effective documentation.
Requirements:
Advanced (C1 or C2) level of spoken and written English proficiency.
Previous experience in call center, customer service, or administrative roles
(preferred but not required).
Possess a charismatic, assertive, and outgoing personality.
Strong problem-solving skills and flexibility to adapt to changing situations.
Proficient in computer operations and adept at navigating online platforms.
Experience with CRM systems.
Proficient in Microsoft Excel
Essential Technical Requirements
- A computer (PC/Notebook) with a minimum of 8 GB of RAM (16 GB
preferred).
- Stable internet connection offering a download speed of at least 10
Mbps.
- Headset equipped with a microphone for clear communication.
- Work Schedule: 40 hours a week
Remuneration:
Base salary: MXN 13000
Up to MXN 16000 for day shifts meeting KPIs
Benefits:
Performance-based bonuses
100% remote work
Paid training provided
Performance Metrics:
- Call handling (inbound and outbound)
- Efficient call duration and After Call Work (ACW)
- Adherence to quality standards and schedule
- Average resolution time (tracked in Salesforce)
- Chat SLA and volume of chats handled
- Dispatch coordination and incident response
- Completion rate of assigned back-office tasks
- Missed calls and follow-up on pending cases
Please attach CV
Note: RedCoach is an equal opportunity employer. All qualified applicants will
receive consideration for employment without regard to race, colour, religion,
sex, sexual orientation, gender identity, national origin, disability, or veteran
status
Job Type: Full-time
Pregunta(s) de postulación:
- ¿Haz trabajado para empresas americanas?
Experiencia:
- más: 2 años (Obligatorio)
Idioma:
Work Location: Remote
