JOB SUMMARY
The Customer Experience Agent supports customers on behalf of Alorica’s clients by addressing questions, requests, or concerns related to products, services, accounts, or transactions. The role delivers professional, accurate, and personalized assistance through the communication methods established for the assigned client program.
The Customer Experience Agent serves as a trusted brand representative, using active listening, empathy, sound judgment, and problem-solving skills to create positive experiences and identify effective solutions. Specific responsibilities may vary according to client requirements and business needs.
KEY 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.
EDUCATION
- High school diploma or equivalent education is preferred.
- Additional education or relevant equivalent experience may be considered according to local and client requirements.
PREFERRED EXPERIENCE
- Previous experience in customer service, customer support, hospitality, retail, sales, or another customer-facing environment is preferred but may not be required.
- Experience working in a contact center or technology-enabled service environment is a plus.
KNOWLEDGE, SKILLS, AND ABILITIES
- 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 remain composed and objective during challenging interactions.
- Ability to multitask and navigate multiple systems efficiently.
- Basic computer proficiency and willingness to learn new platforms and tools.
- Accuracy, attention to detail, and commitment to quality.
- Ability to follow established procedures while using sound judgment.
- Adaptability to changing processes, priorities, and business needs.
- Ability to work both independently and as part of a team.
- Positive, confident, and solutions-oriented attitude.
- Ability to maintain confidentiality and handle customer information responsibly.
- Ability to communicate in the language or languages required for the assigned client program.
- Availability to work schedules established according to operational requirements.
Benefits
- Paid Time Off
Why Alorica?
- Comprehensive health coverage — medical, dental, and vision for you and your family
- Career growth — 80% of our promotions come from within; your path upward starts here
- Alorica University — free access to learning resources, leadership tracks, and certifications
- Tuition reimbursement — we invest in your education, not just your work hours
- Mental health support — Employee Assistance Program and wellness resources
- Great Place to Work® Certified — recognized globally for our culture and employee experience
Equal Opportunity Employer
Alorica is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected characteristic.
High school diploma or equivalent preferred; previous customer service experience preferred but not required; strong communication and problem-solving skills; ability to navigate multiple systems; availability to work assigned schedules.
Key Responsibilities
- handling customer interactions
- troubleshooting issues
- documenting interactions
Job Details
- Category: Customer Service
- Seniority: No Prior Experience Required
- Commitment: Full Time
- Workplace: Remote — Mexico
- Languages: English, Spanish
Benefits
- Generous paid time off
- Tuition reimbursement
About Alorica
A global customer experience and call center services provider. — Industry: Information Technology