On-Site Customer Support Specialist (Healthcare)

Helpware Inc.; Región Centro; On-site; MXN 147,000 - 221,000; Full time

Benefits offered by this job

Paid training

Savings Fund

Food vouchers

Major Medical Insurance

Job summary

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.

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 experience

English language skills

Communication skills

Email & chat support

Problem solving

Professionalism under pressure

KPI awareness

Team player

Learning aptitude

Tools

Google Workspace

Microsoft Office

Job description

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.