Customer Service Representative

Helpware Inc.; Región Centro; On-site; MXN 157,000 - 212,000; Full time

Benefits offered by this job

8% Savings Fund

Food vouchers (MXN 1,000 monthly after

Major Medical Insurance

Paid training

Full law benefits

Job summary

Helpware Inc. is seeking a Customer Support Representative in Mexico to assist customers via phone, email, chat, and other channels.

You will resolve product questions, process returns, and manage account-related needs with empathy and accuracy, especially in healthcare-focused interactions. Ideal candidates have 2+ years in customer service, strong English communication, and a proactive approach to solving problems while meeting KPIs and following compliance guidelines.

Qualifications

• 2+ years of customer service or call center experience.
• Strong English communication skills (American English preferred).
• Excellent verbal and written communication skills.
• Experience supporting customers through email and chat.
• Strong problem-solving and objection-handling skills.
• Ability to manage difficult or sensitive customer conversations professionally.
• Comfortable working with performance metrics and KPIs.
• Strong computer skills, including Google Workspace and Microsoft Office.
• Ability to learn new systems, processes, and product information quickly.
• Positive attitude toward coaching, feedback, and continuous improvement.
• Strong team-player mindset and work ethic.

Responsibilities

• Provide exceptional customer support through phone, email, chat, Q&A platforms, ratings, and reviews.
• Understand customer concerns and research the right information to provide accurate responses.
• Help customers with product questions, promotions, pricing, package information, and service-related topics.
• Maintain detailed and accurate customer records while following required procedures and guidelines.
• Follow healthcare and compliance processes when handling customer complaints and sensitive cases.
• Escalate complex situations to the appropriate internal teams when needed.
• Support order fulfillment processes, including returns and customer requests.
• Provide clear explanations while following approved communication guidelines.
• Stay updated on product knowledge, company updates, and customer service processes.
• Manage priorities independently while maintaining quality and productivity standards.

Skills

Customer service

English proficiency

Communication skills

Problem solving

Google Workspace/Microsoft Office

Tools

Google Workspace

Microsoft Office

Job description

$16,500 MXN Gross + 8% Savings Fund +$1,0000 Food Vouchers + Major Medical Insurance

Here’s the deal!

Sometimes people need help understanding a product they rely on,finding the right information, resolving an issue, or simply getting a clear answer from someone who cares.

As a Customer Support Representative, you'll be the person customers trust when they need guidance. You'll handle conversations across phone, email, chat, and online channels, helping customers with product questions, concerns, orders, returns, and account-related needs. This role combines empathy with accuracy. You'll solve problems, explain information clearly, and make sure every interaction follows the right process—especially when supporting customers in a healthcare-focused environment.

If you're someone who enjoys helping people, stays calm under pressure, and knows how to turn a difficult conversation into a positive experience, you'll fit right in.

• Provide exceptional customer support through phone, email, chat, Q&A platforms, ratings, and reviews
• Understand customer concerns and research the right information to provide accurate responses
• Help customers with product questions, promotions, pricing, package information, and service-related topics
• Maintain detailed and accurate customer records while following required procedures and guidelines
• Follow healthcare and compliance processes when handling customer complaints and sensitive cases
• Escalate complex situations to the appropriate internal teams when needed
• Support order fulfillment processes, including returns and customer requests
• Provide clear explanations while following approved communication guidelines
• Stay updated on product knowledge, company updates, and customer service processes
• Manage priorities independently while maintaining quality and productivity standards

What you need

• 2+ years of customer service or call center experience
• Strong English communication skills (American English preferred)
• Excellent verbal and written communication skills
• Experience supporting customers through email and chat
• Strong problem-solving and objection-handling skills
• Ability to manage difficult or sensitive customer conversations professionallyComfortable working with performance metrics and KPIs
• Strong computer skills, including Google Workspace and Microsoft Office
• Ability to learn new systems, processes, and product information quickly
• Positive attitude toward coaching, feedback, and continuous improvement
• Strong team-player mindset and work ethic

What you get

• $16,500 MXN gross monthly salary
• Paid training
• Full law benefits
• 8% Savings Fund
• $1,000 MXN monthly food vouchers after 2 months