Customer Support Representative

Helpware Inc.; Lima Metropolitana; On-site; PEN 24,000 - 32,000; Full time

Benefits offered by this job

Competitive salary

Hybrid role

Paid training

Career growth opportunities

Supportive team environment

Work with an international company and

global clients

Job summary

Helpware Inc. is seeking a Customer Service Representative in Peru (on-site) to support customers across phone, email, chat, and other channels during live events. You will assist with ticket purchases, payments, account access, event information, and order inquiries.

The role emphasizes empathy, professionalism, and a customer-first approach. Ideal candidates have strong communication skills in English and Spanish, the ability to multitask in a fast-paced environment, and a history of

Qualifications

• Previous customer service experience across channels (phone, chat, email, or social media)
• Excellent verbal and written communication in English and Spanish
• Availability to work full-time, including evenings, weekends, and holidays
• Strong computer skills and ability to navigate web-based applications
• Ability to multitask and stay calm in fast-paced environments

Responsibilities

• Assist customers through phone, email, chat, and other support channels
• Help customers with ticket purchases, payments, account access, event information, and order inquiries
• Investigate and resolve issues while delivering a positive customer experience
• Communicate difficult information with empathy and professionalism
• Support customers before, during, and after live events
• Handle fulfillment issues and ensure requests are completed accurately and on time
• Make decisions balancing customer satisfaction with policies
• Maintain productivity, quality, and customer satisfaction goals
• Identify process improvements for better customer experiences
• Represent partners' brands with professionalism and enthusiasm

Skills

Bilingual English/Spanish

Customer service experience

Communication skills

Multitasking

Problem solving

Tools

Microsoft Office

Web-based apps

Job description

Customer Service Representative | Peru | On-site

Here's the deal!

People don't call us because they bought a stapler. They call because they bought tickets to see their favorite artist, attend a championship game, or experience an event they've been looking forward to for months. When something goes wrong—a missing ticket, a payment issue, a question about an event, or a last-minute concern—you'll be the person helping make things right. As a Customer Service Representative, you'll support customers before, during, and after some of the biggest sports, music, and entertainment events around the world. Every conversation is an opportunity to turn frustration into excitement and create an experience customers remember for the right reasons.

Your day-to-day!

• Assist customers through phone, email, chat, and other support channels
• Help customers with ticket purchases, payments, account access, event information, and order-related inquiries
• Investigate and resolve issues while delivering a positive customer experience
• Communicate difficult information with empathy, professionalism, and confidence
• Support customers before, during, and after live events
• Handle fulfillment-related issues and ensure customer requests are completed accurately and on time
• Make decisions that balance customer satisfaction with company policies
• Maintain productivity, quality, and customer satisfaction goals
• Identify opportunities to improve processes and customer experiences
• Represent our partners' brands with professionalism and enthusiasm

What you need

• Previous customer service experience in one or more support channels (phone, chat, email, or social media)
• Excellent verbal and written communication skills in both English and Spanish
• Availability to work full-time, including evenings, weekends, and holidays as needed
• Strong computer skills, including Microsoft Office and web-based applications
• Ability to multitask and perform well in a fast-paced environment
• Strong problem-solving skills and sound judgment
• Ability to remain calm and professional during challenging customer interactions
• Comfortable working with customers from different cultures and backgrounds

Nice to have

• Experience in ticketing, live events, entertainment, sports, travel, or eCommerce
• Experience supporting back-office or administrative processes
• Additional language skills
• Knowledge of major sports leagues, concerts, festivals, and live entertainment events
• Experience contributing to process improvements or customer experience initiatives

What you get

• Competitive salary
• Hybrid role
• Paid training
• Career growth opportunities
• Supportive team environment
• Work with an international company and global clients