Customer Service Representative

Our team and what we’ll accomplish together

Our team delivers critical Employee Assistance Program (EAP) support to organizations across Latin America, serving as the vital first point of contact for employees seeking wellness, legal, financial, and nutritional guidance. As a Customer Services Representative based in Mexico City, you'll be at the heart of our mission to provide seamless, user-centered access to mental health and wellness services—directly impacting the wellbeing of thousands of employees. You'll work in a dynamic, multicultural environment where your ability to listen, empathize, and connect people with the right resources makes a real difference in their lives.

What You'll Do

• Receive and manage routine and critical calls from Employee Assistance Program (EAP) users across Latin America, providing empathetic support and accurate information
• Handle inquiries through multiple channels including the Wellness Portal chat, mobile app, and email to ensure seamless access to services
• Conduct data intake, identify consultation reasons, and route users to appropriate resources with precision and care
• Refer psychological cases to the regional clinical team and nutrition cases to the regional nutrition team, ensuring proper case management and continuity of care
• Coordinate referrals with external professionals (lawyers, accountants, nutritionists) across Latin America and follow up to ensure positive user outcomes
• Monitor user experience throughout the service journey and conduct post-care follow-up surveys to gather feedback
• Collaborate with team members on departmental process improvements and maintain Community Resources documentation as needed

What You Bring

• Currently enrolled as a university student in Psychology, Human Resources, Law, Finance/Economics, or Nutrition
• Previous call center experience (excluding collections call centers)
• English language proficiency at Intermediate level (B2+) or higher
• Intermediate proficiency with Microsoft Office and Google Workspace
• Strong listening and empathy skills with the ability to handle sensitive conversations
• Excellent organizational skills and attention to detail in managing multiple inquiries and referrals
• Ability to work in a fast-paced, multicultural environment and adapt to changing priorities

What We Offer

• Part-time position: 6.5 hours per day, 6 days per week.
• Hybrid work model combining remote and in-office collaboration
• Excellent work environment in a dynamic, multicultural setting
• Benefits package including:
• Medical insurance (Major and Minor coverage)
• Dental and Vision coverage
• Life insurance
• Funeral insurance