Remote English Customer Support Specialist

Internationalschools; León; Remote; MXN 134,000 - 268,000; Full time

Job summary

Alorica is seeking a Customer Experience Agent to support English-speaking clients remotely from Mexico. You will handle inquiries, resolve issues, and log interactions across multiple channels.

The role emphasizes active listening, empathy, and problem solving, with strict adherence to privacy and client guidelines. Training will be provided and opportunities to grow within the program.

Qualifications

• High school diploma or equivalent education preferred.
• Additional education or relevant experience may be considered according to local and client requirements.
• Experience in customer-facing environments is preferred but may not be required.

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 customer needs, and provide accurate information or solutions.
• Address questions, requests, transactions, and product- or service-related concerns per established procedures.
• Troubleshoot issues and guide customers through the appropriate resolution steps.
• Remain calm and objective when handling challenging situations and help de-escalate 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 required systems.
• Navigate multiple applications and information resources while assisting customers.

Skills

Customer service

Active listening

Communication skills

Problem solving

Multitasking

Education

High school diploma

Job description

Alorica is seeking a Customer Experience Agent to support English-speaking clients remotely from Mexico. You will handle inquiries, resolve issues, and log interactions across multiple channels.

The role emphasizes active listening, empathy, and problem solving, with strict adherence to privacy and client guidelines. Training will be provided and opportunities to grow within the program.