Customer Quality Engineer

Autoliv; México; À distance; MXN 201 000 - 312 000; Plein temps

Résumé du poste

Autoliv is seeking a Customer Experience Agent to support customers remotely in English. You will handle inquiries across channels, apply active listening, and provide accurate information to resolve questions about products, services, accounts, or transactions.

As a trusted brand representative, you will follow established procedures, troubleshoot issues, de-escalate when needed, and document all interactions in required systems to ensure outstanding service for each client program.

Responsabilités

• Handle inbound and/or outbound customer interactions professionally and courteously.
• Communicate with customers through the channels established for the client program, which may include voice and digital interactions.
• Listen actively, identify customer needs, and provide accurate and appropriate information or solutions.
• Address questions, requests, transactions, and product- or service‑related concerns in accordance with established procedures.
• Troubleshoot issues and guide customers through the appropriate resolution steps.
• Remain calm and objective when handling challenging situations and work to de‑escalate customer concerns.
• Escalate complex or unresolved matters through the appropriate support channels when necessary.
• Complete transactions, requests, follow‑ups, and other customer‑related activities accurately and promptly.
• Document customer interactions and maintain complete and accurate records in all required systems.

Description du poste

MX Leon Remote | Customer Experience Agent | English

**JOB SUMMARY**
The Customer Experience Agent supports customers on behalf of Alorica's clients by addressing questions, requests, or concerns related to products, services, accounts, or transactions. The role delivers professional, accurate, and personalized assistance through the communication methods established for the assigned client program.
The Customer Experience Agent serves as a trusted brand representative, using active listening, empathy, sound judgment, and problem‑solving skills to create positive experiences and identify effective solutions. Specific responsibilities may vary according to client requirements and business needs.

**KEY RESPONSIBILITIES**

• Handle inbound and/or outbound customer interactions professionally and courteously.
• Communicate with customers through the channels established for the assigned client program, which may include voice and digital interactions.
• Listen actively, identify customer needs, and provide accurate and appropriate information or solutions.
• Address questions, requests, transactions, and product- or service‑related concerns in accordance with established procedures.
• Troubleshoot issues and guide customers through the appropriate resolution steps.
• Remain calm and objective when handling challenging situations and work to de‑escalate customer concerns.
• Escalate complex or unresolved matters through the appropriate support channels when necessary.
• Complete transactions, requests, follow‑ups, and other customer‑related activities accurately and promptly.
• Document customer interactions and maintain complete and accurate records in all required systems.