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, p

📌 CO | Customer Experience Agent | English (Colombia)
🏢 Alorica
📍 Colombia