(English & Spanish) Bilingual Customer Support (Guadalajara)

About Us

Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, Germany, Albania, Poland, Puerto Rico and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.

Our Guadalajara, Mexico Team is growing and we're looking for experienced Customer Services Representatives to join our Helpware team.

What is this role about?

As a Customer Support Representative, you will be addressing a variety of customer inquiries in a personalized, friendly, and informative manner, providing an exceptional customer experience. Our client is a major international fashion company that aims at reaching all of their customer's loyalty by means of the best customer service.

What awaits you in this role

• Create a remarkable customer experience by being helpful, friendly, efficient, and knowledgeable through phone, and chat
• Contact customers to resolve issues or poor reviews, resolve based on pre-defined scripts and resolutions, and elevate as necessary
• Communicate with customers to help with product inquiries, sales, loyalty program information, customer service questions, and order status inquiries via phone and chat
• Collaborate with leadership, business partners, and internal associates to enhance the customer experience by communicating to correct and prevent customer complaints/issues, suggesting improvements that enhance company communications (i.e. FAQ's, website)
• Work effectively with others in a team environment to accomplish company goals and to identify and resolve customer and business‑related issues
• Provide prompt and friendly customer support across all channels on issues ranging from simple to complex
• Process orders and returns
• Troubleshoot technical and billing issues for customersProvide product recommendations and style advice per customer requests
• Open to feedback to meet and exceed service, accuracy, and productivity goals
• Assist with projects as necessary

What we are looking for

• 12 months of Customer Service Experience (call center preferred)
• Excellent verbal and written communication in English
• Possess our customer service behaviors of helpful, friendly, efficient, and knowledgeable
• Computer skills
• Prior experience utilizing Zendesk or similar CRM a plus
• Full-time availability

What we offer

• Law Benefits
• Social Security (IMSS)
• 12 vacation days after First Year
• Vacation Bonus (Prima Vacacional)
• Christmas Bonus (Aguinaldo)
• Sunday Bonus (Prima Dominical)
• Food Vouchers
• Health Insurance
• Excellent Work Environment
• Opportunities for Growth
• On Staff Nutritionist
• Convenient Partnerships for Food and More!