Customer Experience Specialist - Retail & Support (English)

American Eagle Outfitters Inc.; Región Centro; On-site; MXN 180,000 - 240,000; Full time

Job summary

Alorica Guadalajara is seeking a Customer Experience Agent to support customers for client programs. The role emphasizes professional, accurate, and personalized assistance across channels, using active listening and empathy to resolve questions about products, services, or accounts.

You will work as a trusted brand representative, following established procedures, maintaining records, and collaborating with the team to meet quality and productivity standards.

Qualifications

• High school diploma or equivalent preferred.
• Prior customer service or support experience is a plus.
• Ability to learn client-specific procedures and systems.

Responsibilities

• Handle customer inquiries via voice and digital channels.
• Provide accurate information and solutions with empathy and professionalism.
• Document interactions and maintain accurate records in required systems.
• De-escalate issues and escalate when necessary.
• Protect customer and company information following privacy rules.

Skills

Customer service mindset

Effective communication

Active listening

Empathy

Problem solving

Multitasking

Privacy/confidentiality

Teamwork

Education

High school diploma

Tools

CRM software

Ticketing systems

Job description

Alorica Guadalajara is seeking a Customer Experience Agent to support customers for client programs. The role emphasizes professional, accurate, and personalized assistance across channels, using active listening and empathy to resolve questions about products, services, or accounts.

You will work as a trusted brand representative, following established procedures, maintaining records, and collaborating with the team to meet quality and productivity standards.