Customer Service Representative (Bilingual - WFH/Hybrid)About the Role
Helpware is built to help the world’s most innovative brands scale faster, smarter, and more sustainably. We combine the precision of AI-enabled BPM with the dedication of world-class teams to deliver measurable results across customer experience, technology, and growth marketing. Our approach is simple: the right people, the right process, powered by the right technology, working seamlessly to transform your business.
Are you passionate about helping people and looking to grow your career with a global leader in personal care and hygiene products? We are looking for motivated, bilingual Customer Service Representatives to join our team.
Sometimes people need help understanding a product they rely on, finding the right information, resolving an issue, or simply getting a clear answer from someone who cares.
As a Customer Support Representative, you'll be the person customers trust when they need guidance. You'll handle conversations across phone, email, chat, and online channels, helping customers with product questions, concerns, orders, returns, and account-related needs.
This role is about combining empathy with accuracy. You'll solve problems, explain information clearly, and make sure every interaction follows the right process—especially when supporting customers in a healthcare-focused environment.
If you're someone who enjoys helping people, stays calm under pressure, and knows how to turn a difficult conversation into a positive experience, you'll fit right in.
What We Offer
- Base Salary: $16,500 MXN gross (before taxes) per month.
- Law Benefits (Prestaciones de Ley): From day one.
- Pantry Vouchers: $1,000 MXN monthly (starting the 2nd month).
- Savings Fund: 8% total (4% employee contribution + 4% company match).
- Major Medical Insurance (SGMM): Comprehensive coverage starting after your 3rd month.
- Paid Training: 100% covered from your first day.
- Work From Home: Transition to WFH after training (based on performance, internet connection, and site requirements).
Schedule & Location
- Training Phase: 5 weeks, Monday to Friday from 6:00 AM to 3:00 PM (On-site).
- Production/Operations Schedule: Monday to Friday, 8:00 AM – 5:00 PM EST * Current GDL Time: 6:00 AM – 3:00 PM
Winter GDL Time: 7:00 AM – 4:00 PM
- Work Model: Hybrid/WFH. After training, you can work from home if you maintain good performance and a reliable internet connection. Note: Returning to the site may be required if performance drops, internet issues occur, or due to client needs.
Requirements
- 2+ years of customer service or call center experience
- Strong English communication skills (American English preferred)
- Excellent verbal and written communication skills
- Experience supporting customers through email and chat
- Strong problem-solving and objection-handling skills
- Ability to manage difficult or sensitive customer conversations professionally
- Comfortable working with performance metrics and KPIs
- Strong computer skills, including Google Workspace and Microsoft Office
- Ability to learn new systems, processes, and product information quickly
- Positive attitude toward coaching, feedback, and continuous improvement
- Strong team-player mindset and work ethic
Ready to jumpstart your career? Apply today and our recruitment team will reach out to you shortly!
Job Types: Full-time, Permanent
Pay: $16,500.00 per month
Experience:
- Call Center: 2 years (Required)
- Customer Service : 2 years (Required)
Language:
- English (C1-C2) (Required)
Work Location: In person
