Customer Support Representative 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.
Primary Responsibilities: Responsible for exceptional customer support via email, phone, Q & A, ratings and reviews, and chat using internal client customer service. Research information needed to answer consumer's product concerns. Develop and maintain a comprehensive knowledge of company services and products including package directions, promotions, and prices through training. Perform data input in a highly accurate and timely fashion on all consumer contacts according to the customer information database system parameters and FDA regulations. Follow Corporate Drug and Medical SOP guidelines to ensure compliance with consumer complaint handling. Escalate cases to the internal team as needed per training. Stay compliant by not offering medical advice or solutions as per training. Manage priorities, working independently and with moderate supervision. Responsible for fulfillment work, including returns (will not be responsible for physical shipping). Stay up to date with client trainings. Other tasks and assignments as needed. Qualifications: 2+ years customer service/call center experience. Excellent people skills. Experience in email/written communication. Objection handling and personal soft skills. Adherence to daily/weekly/monthly KPIs. Proficient in Google and MS Office. Ability to learn quickly. American English accent. Ability to handle and resolve difficult and sensitive issues with customers. Ability to handle constructive feedback with a positive attitude. Skillful in deflecting consumer escalations. Good inflection on phones. Chat experience. Possess a strong work ethic and team player mentality.
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