Customer Service Specialist (Retention)

Job Title - Customer Service Specialist (Retention) Skills - Inbound / Outbound calling, Sales & Call Centre operations experience Experience - 5 - 10 years Location - Ciudad de México, Mexico City, Mexico Shift Timing - Monday to Friday, 8:00 AM - 8:00 PM (EST) We at Coforge are hiring a Bi-Lingual Customer Service Specialist (Retention) agent in Mexico with the following skillset: Handle inbound and outbound calls from customers expressing dissatisfaction or intent to cancel services. Identify and address customer concerns, provide solutions and alternatives to retain customers. Utilize sales techniques to upsell/cross-sell relevant products/services. Collaborate with internal teams to resolve issues and improve overall customer experience. Maintain accurate records of interactions and customer information. Develop strong relationships with customers through empathetic communication and problem-solving skills. Provide timely and effective responses to customer inquiries and concerns. Ensure all interactions are professional, courteous, and respectful.