Customer Service Representative (On-Site, Guadalajara)

About the role

Helpware is hiring an on-site Customer Service Representative in Guadalajara. You will handle customer conversations by phone, email, chat and online channels, helping customers with product questions, concerns, orders, returns and account needs. The role suits someone who combines empathy with accuracy and can turn difficult conversations into positive experiences.

Key responsibilities

• Provide customer support through phone, email, chat, Q&A platforms, ratings and reviews
• Research the right information to give accurate answers to customer concerns
• Help customers with product questions, promotions, pricing, package information and service topics
• Maintain accurate customer records following required procedures
• Follow healthcare and compliance processes for complaints and sensitive cases, and escalate complex situations internally
• Support order fulfillment, including returns and customer requests
• Keep up with product knowledge, company updates and service processes

Required profile

• 2+ years of customer service or call center experience
• Strong English communication skills (American English preferred)
• Experience supporting customers by email and chat
• Comfortable managing difficult or sensitive conversations and working with performance metrics and KPIs
• Positive attitude toward coaching, feedback and continuous improvement

Required skills

• Google Workspace and Microsoft Office
• Quick learning of new systems, processes and products
• Problem-solving and objection-handling

What we offer

• $16,500 MXN gross monthly salary
• Paid training
• 8% savings fund
• $1,000 MXN monthly food vouchers after 2 months
• Major medical insurance after 3 months