Remote Customer Experience Agent – English

A Igreja De Jesus Cristo Dos Santos Dos Últimos Dias; México; Remote; MXN 138,000 - 207,000; Full time

Job summary

Alorica in Mexico (Remote) is seeking a Customer Experience Agent who will support customers for our clients by addressing questions, requests, or concerns with empathy and accuracy. The role involves handling inbound/outbound interactions, using multiple channels, and documenting interactions.

The successful candidate will demonstrate active listening, effective communication, and a customer-first approach while adhering to privacy and confidentiality requirements.

Qualifications

• High school diploma or equivalent preferred.
• Additional education or relevant experience may be considered.
• Previous experience in customer service or customer-facing roles preferred.
• Experience in a contact center is a plus.

Responsibilities

• Handle inbound and/or outbound customer interactions professionally.
• Communicate with customers through the channels established.
• Listen actively, identify customer needs, and provide accurate information or solutions.
• Address questions, requests, transactions, and product- or service-related concerns.
• Troubleshoot issues and guide customers through resolution steps.
• Remain calm and objective when handling challenging situations and de-escalate concerns.
• Escalate complex matters through the appropriate support channels when necessary.
• Complete transactions, requests, follow-ups, and other customer-related activities accurately.
• Document customer interactions and maintain complete and accurate records in all required systems.
• Navigate multiple applications and information resources while assisting customers.
• Protect customer and company information by following privacy and confidentiality requirements.
• Meet established standards for quality, productivity, customer experience, attendance, and schedule adherence.

Skills

Customer service

Communication skills

Active listening

Empathy

Problem-solving

Multitasking

Attention to detail

Privacy & confidentiality

Education

High school diploma or equivalent

Relevant additional education or experience considered

Job description

Alorica in Mexico (Remote) is seeking a Customer Experience Agent who will support customers for our clients by addressing questions, requests, or concerns with empathy and accuracy. The role involves handling inbound/outbound interactions, using multiple channels, and documenting interactions.

The successful candidate will demonstrate active listening, effective communication, and a customer-first approach while adhering to privacy and confidentiality requirements.