Customer Success Outbound Call Center Agent (Santiago)

Position Summary The Customer Success Outbound Call Center Agent is responsible for proactively contacting existing customers to ensure they are satisfied, fully supported, and receiving maximum value from our products and services. This role focuses on relationship-building, product education, and retention through structured outbound call campaigns and follow-ups. Key Responsibilities
- Place outbound calls to existing customers to conduct check-ins, service follow-ups, renewals, and value-focused conversations.
- Build rapport and maintain strong customer relationships through professional, friendly, and proactive communication.
- Identify customer needs, pain points, and usage gaps; recommend solutions, resources, or training to increase product adoption.
- Conduct customer satisfaction and feedback calls, accurately document insights, and route feedback to internal teams.
- Educate customers on new features, best practices, and support resources (knowledge base, help center, webinars, training).
- Manage an assigned queue or portfolio of customer accounts and prioritize outreach based on defined criteria (e.g., lifecycle stage, engagement, risk).
- Log all interactions, outcomes, and follow-up actions in the CRM and/or ticketing system with a high level of accuracy.
- Escalate complex, urgent, or high-risk issues to Customer Success Managers, Technical Support, or Account Management when appropriate.
- Achieve and maintain performance targets, including call volume, contact rate, customer satisfaction scores, and retention/conversion goals.
- Follow established call flows, compliance and quality standards, while personalizing interactions to the customer's context.
- Collaborate with cross-functional teams (Sales, Support, Product, Operations) by sharing trends, recurring issues, and opportunities for improvement. Required Qualifications
- 1–2 years of experience in a call center, customer success, customer service, or account management role, preferably with outbound calling.
- Experience working with CRM or customer support tools (e.g., Salesforce, HubSpot, Zendesk, or similar).
- Strong verbal communication skills, including clear speaking, active listening, and the ability to explain information in simple terms.
- Proven ability to handle high call volumes while maintaining professionalism, empathy, and service quality.
- Solid documentation and data entry skills with high attention to detail and accuracy.
- High school diploma or equivalent required; additional education in business, communications, or a related field is an advantage. Core Competencies
- Customer-focused mindset with a passion for helping customers succeed and stay with the company.
- Strong problem-solving skills and the ability to de-escalate concerns and work toward positive outcomes.
- Resilience and adaptability in a metric-driven environment; comfortable with goals, feedback, and continuous improvement.
- Excellent time management and organizational skills; able to juggle multiple accounts, follow-ups, and campaigns.
- Team-oriented attitude with a willingness to share insights and collaborate to enhance the overall customer experience. Work Environment and Schedule
- Office-based, hybrid
- Standard business hours with potential for occasional evening or weekend shifts depending on customer needs and campaigns. Job Type: Full-time Pay: $18,000.00 per month Work Location: In person Postúlate en Kit Empleo: kitempleo.com.mx/empleo/5uttrz