Remote English-Speaking Customer Experience Pro

Inspired Education Group; Tijuana; Remote; MXN 206,000 - 309,000; Full time

Job summary

Alorica is hiring a Remote Customer Experience Agent to support customers in English from Mexico. You will handle inbound/outbound inquiries, resolve issues, and guide customers through processes with professionalism and care.

Ideal candidates have a high school diploma or equivalent and strong communication, empathy, and multi-tasking abilities. You will work across multiple client programs, maintaining records and following privacy policies while aiming to deliver exceptional customer

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/or outbound customer interactions professionally and courteously.
• Communicate with customers through the channels established for the assigned client program, which may include voice and digital interactions.
• Listen actively, identify customer needs, and provide accurate and appropriate information or solutions.
• Address questions, requests, transactions, and product- or service-related concerns in accordance with established procedures.
• Troubleshoot issues and guide customers through the appropriate resolution steps.
• Remain calm and objective when handling challenging situations and work to de-escalate customer 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 all required systems.
• Navigate multiple applications and information resources while assisting customers.
• Learn and follow the policies, procedures, systems, and client-specific requirements necessary to perform the role effectively.
• Protect customer and company information by following all privacy, security, and confidentiality requirements.
• Identify additional solutions, products, or services that may benefit the customer when applicable.
• Meet established standards for quality, productivity, customer experience, attendance, and schedule adherence.
• Communicate recurring customer concerns, service issues, and improvement opportunities to the appropriate team.
• Participate in training, coaching, and continuous-improvement activities.
• Collaborate with team members and leadership to support customer and business objectives.
• Perform other related responsibilities as assigned.

Skills

Customer service

Communication

Active listening

Empathy

Problem solving

Multitasking

Attention to detail

Education

High school diploma or equivalent

Job description

Alorica is hiring a Remote Customer Experience Agent to support customers in English from Mexico. You will handle inbound/outbound inquiries, resolve issues, and guide customers through processes with professionalism and care.

Ideal candidates have a high school diploma or equivalent and strong communication, empathy, and multi-tasking abilities. You will work across multiple client programs, maintaining records and following privacy policies while aiming to deliver exceptional customer