Remote English Customer Experience Agent

Cemex; México; Remote; MXN 138,000 - 207,000; Full time

Job summary

Alorica is seeking a Customer Experience Agent to support clients from Mexico on a remote basis. You will handle inquiries via voice and digital channels, ensuring accurate information and timely resolutions while upholding privacy and security standards.

Strong communication, empathy, and problem-solving skills are essential. You will work with cross-functional teams to meet quality and productivity targets and contribute to ongoing process improvements.

Qualifications

• High school diploma or equivalent preferred.
• Experience in customer service is preferred.
• Experience in a contact center or technology-enabled service environment is a plus.

Responsibilities

• Handle inbound and/or outbound customer interactions professionally and courteously.
• Communicate with customers through channels established for the client program, including voice and digital interactions.
• Listen actively, identify needs, and provide accurate information or solutions.
• Address questions, transactions, and product- or service-related concerns per procedures.
• Troubleshoot issues and guide customers through resolutions.
• Escalate complex matters through appropriate support channels when necessary.
• Complete transactions, requests, follow-ups, and customer-related activities accurately.
• Document customer interactions and maintain records in required systems.
• Navigate multiple applications and information resources to assist customers.
• Learn and follow policies, procedures, and client requirements.
• Protect customer and company information by following privacy and confidentiality rules.
• Identify additional solutions or services that may benefit the customer.
• Meet standards for quality, productivity, and attendance.
• Communicate recurring concerns and improvement opportunities to the team.
• Participate in training, coaching, and continuous improvement activities.
• Collaborate with team members and leadership to support objectives.

Skills

Customer service

Communication skills

Active listening

Empathy

Multitask

Problem solving

Attention to detail

Confidentiality

English proficiency

Education

High school diploma

Tools

CRM software

Computer literacy

Job description

Alorica is seeking a Customer Experience Agent to support clients from Mexico on a remote basis. You will handle inquiries via voice and digital channels, ensuring accurate information and timely resolutions while upholding privacy and security standards.

Strong communication, empathy, and problem-solving skills are essential. You will work with cross-functional teams to meet quality and productivity targets and contribute to ongoing process improvements.