(English & Spanish) Bilingual Customer Support Representative - Chat/Phone

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.

Position Overview:

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.

Primary Responsibilities:

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, escalate 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 customers

Provide 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

Qualifications:

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

Work Environment:

As the COVID-19 pandemic and the different levels of quarantine continue to threaten our future, what remains is our commitment to our people. We are committed to providing continuous employment to people, most especially to the ones severely affected by this pandemic. Our policy is our people first, and as such it is our goal to keep our employees safe during these uncertain times. To maintain a safe work environment at all our locations, we are continuing to take these safety measures on-site:

Mandatory use of Personal Protective Equipment

Sanitizing, disinfecting, or cleaning procedures in place

Social distancing guidelines in place

Divided work stations

Remote interview process

Virtual meetings

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