On-Site Customer Support Specialist — Guadalajara

Helpware Inc.; Región Centro; On-site; MXN 168,000 - 201,000; Full time

Benefits offered by this job

Savings Fund 8%

Food vouchers

Major Medical Insurance

Paid training

Full law benefits

Job summary

Helpware Inc. in Guadalajara, Mexico, is seeking a Customer Service Representative who will handle phone, email, chat, and online inquiries.

The role focuses on healthcare-related support, empathy, and accurate information delivery to ensure a positive customer experience. The position offers a monthly gross salary of MXN 16,500, plus an 8% savings fund, food vouchers and major medical insurance after probation, with paid training and full legal benefits.

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 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

Call center experience

English communication

Verbal & written communication

Problem-solving

Team player

Google Workspace

Microsoft Office

Job description

Helpware Inc. in Guadalajara, Mexico, is seeking a Customer Service Representative who will handle phone, email, chat, and online inquiries.

The role focuses on healthcare-related support, empathy, and accurate information delivery to ensure a positive customer experience. The position offers a monthly gross salary of MXN 16,500, plus an 8% savings fund, food vouchers and major medical insurance after probation, with paid training and full legal benefits.