Remote English CX Agent — Customer Care Pro

Cemex; Mexicali; Remote; MXN 165,000 - 248,000; Full time

Job summary

Alorica seeks a Customer Experience Agent for the León remote program. You will address customer questions, requests, or concerns related to products, services, accounts, or transactions, delivering professional, accurate, and personalized assistance.

In this English-speaking role, you will represent the client program, use active listening and problem-solving to create positive experiences, and follow established procedures across multiple channels.

Qualifications

• Strong customer-service orientation and willingness to assist others.
• Excellent verbal and written communication skills.
• Active listening and problem-solving abilities.
• Ability to follow procedures with sound judgment.
• Adaptable to changing processes and priorities.

Responsibilities

• Handle inbound and outbound customer interactions in a professional manner.
• Communicate via voice and digital channels established for the client program.
• Listen actively to identify needs and provide accurate information.
• Resolve questions, transactions, and product- or service-related concerns.
• Troubleshoot issues and guide customers through resolution steps.
• Escalate complex matters to appropriate support channels when needed.
• Document interactions and maintain records in required systems.
• Suggest additional solutions or services when appropriate.

Skills

Customer service

Verbal communication

Written communication

Active listening

Empathy

Problem solving

Multitasking

Attention to detail

Confidentiality

Adaptability

Education

High school diploma

Tools

CRM software

Ticketing systems

Microsoft Office

Job description

Alorica seeks a Customer Experience Agent for the León remote program. You will address customer questions, requests, or concerns related to products, services, accounts, or transactions, delivering professional, accurate, and personalized assistance.

In this English-speaking role, you will represent the client program, use active listening and problem-solving to create positive experiences, and follow established procedures across multiple channels.