Afni, Inc. is a U.S.-based, global Business Process Outsourcing (BPO) firm representing the world’s best brands in insurance, telecommunications, satellite and cable, financial services, technology, and healthcare.

From engagement centers in several U.S., Philippines and Mexico locations, Afni supports its client’s customers in a variety of channels. With a history dating to 1936, Afni is a strong partner in communities where its employees work and live.

About the Job

This role is fundamentally one of superior customer service. As a representative, you will deliver a positive experience that solves our wireless customers’ challenges in one call. While working to resolve issues, you will also help drive sales on services/features that will keep our customers happy and connected.

You will be part of a team that meets on-site via meetings, conferences, and group events so you can get to know and collaborate with your teammates. A culture of learning keeps our employees at the forefront of an ever-changing wireless industry.

What we expect from you:

Genuine interest in speaking to people and a desire to help.
Enjoy thinking and problem solving with empathy. – When customers call us with complex challenges, you will respond with patience and integrity, ensuring they feel heard and cared for. Since no two calls are the same, you will apply your resources to determine the right solution.
Strong communication skills. – Consultation is not scripted; therefore, it is important to be comfortable in engaging in a conversation with our customers concerning their issues.
Strong Reading skills. – There are a lot of disclosures that need to be read verbatim, so it is important that they possess the reading skills to make it through some fairly dense language. 
Be motivated by change. – Whether it is using new tools to serve our customers or initiatives to generate value, be up for the challenge.  
Open and Receptive to Feedback. – Willingness to be corrected and to act on that correction.
Multitasking – Managing phone calls while efficiently navigating between multiple computer screens and multiple software applications. The ability to copy and paste and enter data while communicating and building rapport with the customer.
Ability to influence others. – Upselling solutions/resolutions and retention efforts.
Strong punctuality and attendance.
Dedicated to organizational and individual success.
Ability to organize and prioritize a variety of tasks/projects.
Ability to maintain composure during stressful situations.
Ability to work in a fast-paced environment.

Perks:

Salary and payout:

Up to $18,000 MXN base monthly salary.
Competitive monthly performance bonus.
5 working days – 2 days off

Benefits:

Bi-weekly payment. (Catorcenal)
Flexible benefits package of $2666.66 MXN for completing 40 hours weekly and $3,000 MXN for 45 hours weekly to distribute in Food Vouchers, Savings Fund, Major/Minor Medical coverage.
Life Insurance.
Many amenities in the building: Cinema, Oxxo, Gym, Soccer fields & more!
Accessible office locations in Downtown Monterrey at “Los Titanes” mall!
- One block away from Metro System (Estación Central).
- Many bus routes right in front of the building.

Qualifications:

Experience: 6+ months of BPO experience handling international accounts. 
Education: High School Diploma/GED or higher. 
Language: Advanced conversational English level (B2 or higher). 
Age: 18 years old or older. 
Nationality: Mexican or legally eligible to work in Mexico. 
Availability: 45 weekly hours.
Location: Able to work on-site at Downtown Monterrey. 
Technical Skills: Proficient computer use (intermediate MS Office, speed and accuracy while typing, search a database, and keyboarding skills). 
Safe Workspace Compliance: Able to work in a paperless environment with stringent compliance to information security measures.

About the Job

Perks:

Qualifications:

NOTE: Updates on your process are notified via e-mail.

Customer Care Representative

About Afni