Customer Service Representative - Medication Support (On-Site, Guadalajara)

About the role

Helpware is hiring an on-site Customer Service Representative in Guadalajara to support patients who need medication. You will talk with patients about their prescriptions, insurance coverage, refill requests and delivery status, and work with pharmacies, insurance providers and internal teams so that each prescription moves through the process smoothly. No medical background is required; the company provides paid training.

Key responsibilities

• Support patients by phone, email and text
• Review prescription orders and give clear, accurate information on status, coverage and next steps
• Contact patients proactively to resolve issues that could delay or block order fulfillment
• Work with pharmacies, insurance providers and internal teams to process prescriptions successfully
• Guide patients through the platform and turn complex healthcare, insurance and prescription processes into simple explanations
• Use multiple systems and tools to research issues and find solutions
• Handle difficult conversations with empathy, professionalism and confidence

Required profile

• At least 1 year of customer service experience
• Strong English communication skills and comfort speaking with customers by phone
• Good problem-solving skills and attention to detail
• Able to stay calm and professional under pressure
• Comfortable working on-site in Guadalajara

What we offer

• $18,000 MXN gross monthly salary
• Paid training
• 8% savings fund
• $1,000 MXN monthly food vouchers after 2 months
• Major medical insurance after 3 months