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

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Job Title
(English & Spanish) Bilingual Customer Support Representative - Chat/Phone
Job Location
Job Description

About Us
It’s simple, we prosper by putting people ahead of profits. Point blank.
We created Helpware because we saw a need to change the way business is done in our world of outsourcing. We believe employee satisfaction doesn’t need to be compromised in order to deliver the best quality to our clients. In fact, we discovered that enhancing our employee experience is exactly how we provide high-class service to our powerhouse clients. Helpware is a better kind of outsourcing, one centered around People.

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. 

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, 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

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 Vacations 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 Psychologist and Nutritionist
  • Convenient Partnerships for Food and More!

Our Client’s Background
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.

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, especially those severely affected by this pandemic.  Our policy is our people first, and our goal is to keep our employees safe during these uncertain times.


Helpware Headquarters Location

Aliso Viejo, CA

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Helpware Company Size

Between 10 - 20 employees

Helpware Founded Year

Helpware Funding Rounds

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