Remote Customer Experience & Operations Analyst

Public.Client.Susonity.Display.Name; México; Remote; MXN 180,000 - 240,000; Full time

Job summary

The Customer Experience Agent position in Leon, MX, is a remote role supporting Alorica's clients by handling inquiries about products, services, accounts, or transactions with professional, personalized assistance.

Applicants should have strong customer-service orientation, excellent communication skills, and the ability to stay calm and service-focused across channels. Emphasis is on empathy, problem solving, and accurate documentation of interactions.

Qualifications

• Strong customer-service orientation and genuine willingness to assist others.
• Effective verbal and written communication skills.
• Active listening, comprehension, and interpersonal skills.
• Empathy, patience, professionalism, and emotional resilience.
• Analytical thinking and practical problem-solving ability.
• Ability to multitask and navigate multiple systems efficiently.

Responsibilities

• Handle inbound and outbound customer interactions professionally and courteously.
• Communicate with customers through established channels for the client program.
• Listen actively to identify needs and provide accurate information or solutions.
• Troubleshoot issues and guide customers through resolution steps.
• Document customer interactions and maintain records in required systems.
• Collaborate with team members to support customer and business objectives.

Skills

Customer service

Active listening

Communication

Empathy

Problem solving

Multitasking

Attention to detail

Teamwork

Education

High school diploma or equivalent

Job description

The Customer Experience Agent position in Leon, MX, is a remote role supporting Alorica's clients by handling inquiries about products, services, accounts, or transactions with professional, personalized assistance.

Applicants should have strong customer-service orientation, excellent communication skills, and the ability to stay calm and service-focused across channels. Emphasis is on empathy, problem solving, and accurate documentation of interactions.