--- title: 'Customer Service Retention & Sales Representative at Encora' canonical: 'https://feeny.ai/job/customer-service-retention-sales-representative-encora-mexico-city-212938et07y4' type: 'job' last_seen: '2026-11-03' --- # Customer Service Retention & Sales Representative at Encora - **Company:** Encora - **Location:** Mexico City, Mexico - **Posted:** 2026-10-30 - **Last confirmed live:** 2026-11-03 - **Apply:** https://job-boards.greenhouse.io/encora10/jobs/5194498007 ## Job description - Position: Call Center Agent – Customer Service Retention & Sales Representative - Experience Required: 4+ years - English Level: Advanced English (mandatory) - Work Modality: On-site (Mexico City), full-time - Schedule: Monday to Saturday - Start: 6:00am - Location: Av. Reforma #342, Mexico City Job Summary The Customer Service Retention & Sales Representative is responsible for delivering exceptional customer experiences while proactively identifying opportunities to retain customers and promote additional products or services. This role blends customer service, problem-solving, retention expertise, and sales-driven engagement to ensure every interaction results in a positive customer outcome while supporting business growth. In this role, you will serve as a trusted advisor—listening carefully to customer needs, resolving concerns with professionalism and empathy, and recommending solutions that improve the customer experience, strengthen loyalty, and create value for both the customer and the business. The ideal candidate will demonstrate a customer-first mindset paired with strong sales acumen, including the ability to recognize opportunities, overcome objections, and confidently position products, services, and save offers. Previous sales experience or sales exposure is highly beneficial for success in this role. ## Key Responsibilities - Deliver high-quality customer service via phone in a professional, friendly, and efficient manner. - Retain customers by identifying needs, resolving concerns, and presenting relevant products, services, and save offers that align with the customer’s situation. - Leverage  consultative selling techniques to uncover opportunities for upselling, cross-selling, and strengthening long-term customer loyalty. - Accurately process save transactions, service requests, and account updates in a timely manner. - Use effective communication, probing, and active listening skills to fully understand the customer’s needs and recommend best-fit solutions. - Clearly explain products, pricing, fees, adjustments, promotions, and service details in a way that builds confidence and supports informed decision-making. - Follow structured call flows designed to optimize both the customer experience and retention/sales success. - Demonstrate professionalism, patience, empathy, and sound judgment while navigating objections, service issues, and challenging customer interactions. - Maintain accuracy in documentation and adhere to all compliance, quality, and scripting requirements. - Consistently work toward achieving key performance expectations, including customer satisfaction, retention, and sales-related goals. - Identify opportunities to add value during customer interactions by promoting solutions that enhance the customer’s overall experience and meet business objectives. ## Key Competencies - Customer Focus: Prioritizes customer needs and satisfaction while balancing business objectives and retention opportunities. - Sales Acumen: Recognizes opportunities to influence customer decisions, position value, and recommend products or services that meet customer needs. - Adaptability: Performs well under pressure and responds constructively to change in a fast-paced environment. - Multitasking: Effectively navigates multiple PC programs and systems while maintaining a productive, professional conversation with customers. - Communication: Delivers clear, concise verbal and written communication; explains complex information in a customer-friendly manner. - Influence & Persuasion: Demonstrates confidence in guiding customer decisions, overcoming objections, and promoting solutions with credibility. - Integrity & Ethics: Acts with honesty and consistency; builds trust through accurate information and dependable follow-through. - Initiative: Proactively identifies opportunities to improve outcomes for both the customer and the business. - Results Orientation: Translates goals into action, meets performance expectations, and drives retention and sales outcomes. - Sound Judgment: Makes informed decisions using available information and resolves issues effectively. - Team Collaboration: Works cooperatively across teams to achieve shared goals and contribute to overall departmental success. ## Minimum Requirements - Strong customer service, interpersonal, and verbal communication skills. - Demonstrated  sales aptitude with a customer-centric and solutions-based approach. - Strong analytical thinking and problem-solving ability. - Basic math skills and solid data entry accuracy. - Ability to multitask in a fast-paced, performance-driven environment. - Ability to build rapport quickly, identify customer needs, and confidently recommend appropriate solutions. - Comfortable working toward retention, service, and sales-related performance goals. - Ability to work a flexible schedule between the hours of 8:00 AM and 8:00 PM EST. - Moderate-to-high competence in hardware/software troubleshooting. ## Preferred Qualifications - 2+ years of call center or high-volume customer service experience. - Previous retention, save desk, subscription, or service-based customer support experience. - Prior sales experience (inside sales, upselling, cross-selling, consultative sales, or revenue-generating customer support) strongly preferred. - Proven ability to influence customer decisions and promote value-based solutions. - High school diploma or equivalent. - Must be 18 years of age or older. Ideal Candidate Profile The ideal candidate is someone who can combine excellent service skills with strong sales instincts. They understand how to build rapport, uncover customer needs, resolve issues, and confidently recommend solutions that improve retention and create value. They are motivated by results, comfortable working in a performance-based environment, and capable of balancing empathy with business goals. ## About Encora ## Core Business - Primary industry: IT Services and IT Consulting; digital product engineering; AI and cloud services - Target customers: B2B, enterprise, digital-native organizations, and large corporations seeking modernization and innovation acceleration - Mission: To deliver innovation acceleration and industry contextual modernization to clients through AI-first design, orchestration, and engineering services - Vision: To power a world where every enterprise is endlessly composable, driven by digital workers, infinite scalability, and the freedom to innovate without limits ## Products & Services - **Encora AIVA™**: An orchestration platform for AI-native engineering, enabling composable enterprise systems that sense change and reconfigure in real time. - **Software Engineering Services**: Full-stack development, cloud migration, data engineering, AI/ML solutions, and product engineering across industries (fintech, healthcare, retail, etc.). - **Nearshore Delivery Model**: Global delivery centers in the Americas, Europe, India, and Southeast Asia, providing nearshore agility with global scale. ## Market Standing - **Valuation/Market Cap**: Not disclosed (acquired by Coforge; acquisition terms not publicly detailed) - **Key Metric**: Annual Revenue: USD $630 million (latest); Total Funding: USD $215 million across 3 rounds - **Notable Investors/Partners**: Warburg Pincus (lead investor in $200M PE round in 2019); Coforge Limited (parent company post-acquisition) - **Growth Signals**: - Acquired by Coforge (April 2026) – financial consolidation from May 1, 2026, with a 20–25% G&A reduction target - Workforce of ~6,191 employees (down 0.4% YoY) operating in 42 countries - Active job postings: 349 (+53.1% YoY) - Recognized as “Best Companies to Work For” in India (2025), top 4 among multinationals in Brazil, and top 10 in Peru ## Competitive Advantages - **Global Nearshore Scale**: 9,500+ engineers, designers, and domain experts across 42 countries, offering cost-effective, time-zone-aligned delivery. - **AI-First Engineering**: Proprietary Encora AIVA™ platform for orchestrating AI-native solutions, differentiating from traditional IT services firms. - **Deep Industry Expertise**: Hyperspecialized in cloud, data, and AI with a track record of serving digital-native clients and large enterprises. - **Acquisition Backing**: Integration into Coforge provides access to larger client programs and expanded career pathways. ## Strategic Focus - **Post-Acquisition Integration**: Seamlessly merging with Coforge while maintaining Encora’s brand and delivery capabilities. Near-term priorities include org restructuring, process alignment, and cost synergy realization. - **AI-Native Services**: Doubling down on AI agents, trusted AI governance, and outcome-led engineering to move clients beyond experimentation. - **Talent Development**: Expanding learning & development programs (AWS, Azure, Snowflake, GCP, Databricks certifications) and internal mobility to retain top engineers. ## Why Work Here - **Culture & Recognition**: Certified “Great Place to Work” in multiple regions; recognized by Comparably for Career Growth, Best Engineering Team, Best Company for Diversity, and Company Happiness. - **Remote/Hybrid Policy**: Flexible work-from-home scheme; remote workers in Mexico receive a monthly allowance of MXN 700 for internet/electricity, plus desk and chair after 3 months. No dress code, pet-friendly environment. - **Perks & Benefits** (varies by location): - Top-of-the-line MacBook Pro - Unlimited book budget and training/certification support - Private health insurance (including family) with dental and life insurance - 12 days paid vacation from day one (Mexico), 5 days PTO, 30 days aguinaldo (mandatory annual bonus) - Psychotherapy support (12 sessions covered fully) - Savings fund, grocery vouchers, and snack stations in select offices - **Considerations**: Compensation inconsistency across geographies and accounts; project-dependent stability; change fatigue from post-acquisition integration. Candidates should confirm review cycles, salary bands, and account assignment during interviews. ## Sources 1. [wellfound.com](https://www.encora.com/?avantica-is-now-encora) – Encora company profile (revenue, funding, employees) 2. [linkedin.com](https://www.linkedin.com/company/encorainc) – Encora LinkedIn page (followers, recent departures, locations) 3. [builtin.com](https://builtin.com/company/encora/faq/workplace-perception) – Workplace perception analysis (post-acquisition integration, compensation, culture) 4. [assets.ctfassets.net](https://assets.ctfassets.net/yon5rraf34cy/4MbvOWuHfRCr3sdTTjxiKn/0c58eaca56fffcd235e68110fcc2664e/FAQ_Encora_Inc_-_Mexico.pdf) – Encora Mexico FAQ (benefits, remote work, leave policies) 5. [careers.encora.com](https://careers.encora.com/why-encora) – Encora careers page (values, mission, recognition) ## Other roles at Encora - [Senior .NET Modernization Engineer](https://feeny.ai/job/senior-net-modernization-engineer-encora-brazil-sy60gsvds2vc) — Brazil - [Senior AI Developer](https://feeny.ai/job/senior-ai-developer-encora-costa-rica-sm52ebjxy119) — Costa Rica - [Senior Ruby Full Stack Engineer](https://feeny.ai/job/senior-ruby-full-stack-engineer-encora-brazil-k0nfc5403n6t) — Brazil - [Senior AI Platform Engineer](https://feeny.ai/job/senior-ai-platform-engineer-encora-latin-america-5awsfadvdvex) — Latin America - [Arquitecto de Soluciones](https://feeny.ai/job/arquitecto-de-soluciones-encora-colombia-gp0gd3wmnhrn) — Colombia - [Senior Full Stack Engineer (Elixir/React)](https://feeny.ai/job/senior-full-stack-engineer-elixir-react-encora-brazil-6apn4zq692zh) — Brazil - [QA Automation Mid](https://feeny.ai/job/qa-automation-mid-encora-peru-nbkj5qbgb817) — Peru - [Backend Engineer Semi Senior](https://feeny.ai/job/backend-engineer-semi-senior-encora-peru-azkjtvsf3zq3) — Peru - [Business Analyst Mid](https://feeny.ai/job/business-analyst-mid-encora-peru-smr7efm52dfy) — Peru - [Product Designer Mid (UX Designer)](https://feeny.ai/job/product-designer-mid-ux-designer-encora-peru-g64928b3d93r) — Peru