Customer Service Representative – On‑Site – Guadalajara

About the role

Helpware is looking for a friendly and solution‑focused Customer Service Representative to join its Guadalajara team. You will assist patients with prescription‑related questions, guide them through insurance and delivery processes, and ensure a smooth experience from order to fulfillment.

Key responsibilities

• Provide phone, email, and text support to patients regarding prescriptions, coverage, refills, and delivery status.
• Review prescription orders and communicate clear, accurate information about next steps.
• Proactively contact patients to resolve issues that could delay order fulfillment.
• Collaborate with pharmacies, insurance providers, and internal teams to guarantee successful processing.
• Guide patients in using the platform and help them maximize available services.
• Navigate multiple systems to research problems and deliver solutions.
• Handle difficult conversations with empathy, professionalism, and confidence.

Required profile

• At least 1 year of customer service experience.
• Strong English communication skills, both spoken and written.
• Comfortable speaking with customers by phone.
• Excellent problem‑solving ability and attention to detail.
• Ability to stay calm and professional under pressure.
• Comfortable using multiple systems and tools.
• Willingness to work on‑site in Guadalajara.

Required skills

What we offer

• MX$18,000 gross monthly salary.
• Paid training and full law benefits.
• 8 % Savings Fund.
• MX$1,000 monthly food vouchers after two months.
• Major medical insurance after three months.