Customer Support Representative

Helpware Inc.; Región Centro; Presencial; MXN 147.000 - 221.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Paid training

Savings Fund

Food vouchers

Major Medical Insurance

Descripción de la vacante

Helpware Inc. in Guadalajara, on-site, is seeking a Customer Service Representative to handle multi-channel support, including phone, email, and chat. You will assist customers with product information, orders, returns, and account needs in a healthcare-focused environment.

The role emphasizes empathy, accuracy, and adherence to processes, with training provided and opportunities to grow within a metrics-driven team.

Formación

• 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

Responsabilidades

• 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

Conocimientos

Customer service experience

English language skills

Communication skills

Email & chat support

Problem solving

Professionalism under pressure

KPI awareness

Team player

Learning aptitude

Herramientas

Google Workspace

Microsoft Office

Descripción del empleo

Customer Service Representative | Guadalajara | On-Site$16,500 MXN Gross + 8% Savings Fund +$1,0000 Food Vouchers + Major Medical InsuranceHere'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 is about combining 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.

Your day-to-day!

• 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 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

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
• Major Medical Insurance after 3 months