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Helpware Logo Helpware · Customer Service

Customer Support Representative

Mexico, Guadalajara · Job Posted March 04, 2026
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Job Description

As a Customer Service Representative, You will interact with customers to provide information in response to inquiries about products and services. Handle and resolve complaints as needed.

Job Responsibility

  • Confer with customers by telephone or by email to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
  • Check to ensure that appropriate changes were made to resolve customers' problems
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
  • Resolve customers' service or billing complaints by performing activities such as exchanging products or services, refunding money, or adjusting bills
  • Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers
  • Refer unresolved customer grievances to designated departments for further investigation
  • Determine charges for services requested, collect deposits or payments, or arrange for billing
  • Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments
  • Order tests that could determine the causes of product malfunctions
  • Obtain and examine all relevant information to assess validity of complaints and to determine possible causes
  • Review claims adjustments with appropriate departments, examining parts claimed to be defective, and approving or disapproving claims
  • Review insurance policy terms to determine whether a particular loss is covered by insurance
  • Compare disputed products or services with original requisitions and information from invoices and prepare invoices for returned products or services
  • Recommend improvements in products, packaging, shipping, service, or billing methods and procedures to prevent future problems
  • Maintain Service contracts by scheduling service appointments with customers
  • Schedule and coordinate all service/emergency calls as calls are received
  • Respond to all messages left overnight
  • Maintain service contracts by scheduling service appointments with customer
  • Schedule and coordinate all service/emergency calls
  • Respond to all messages left overnight
  • Other duties as assigned

Requirements

  • 6 plus months of experience in customer service-related field
  • Microsoft Office skills
  • Communication, Written - Ability to communicate in writing clearly and concisely
  • Communication, Oral - Ability to communicate effectively with others using the spoken word
  • Accountability - Ability to accept responsibility and account for his/her actions
  • Customer Oriented - Ability to take care of the customers’ needs while following company procedures
  • Working Under Pressure - Ability to complete assigned tasks under stressful situations
  • Problem Solving - Ability to find a solution for or to deal proactively with work-related problems
  • Detail Oriented - Ability to pay attention to the minute details of a project or task
  • Active Listening - Ability to actively attend to, convey, and understand the comments and questions of others
  • Sales Ability - Ability to use appropriate interpersonal styles and communication methods to gain acceptance of a product, service, or idea
  • Organized - Possessing the trait of being organized or following a systematic method of performing a task
  • Friendly - Ability to exhibit a cheerful demeanor toward others
  • Honesty / Integrity - Ability to be truthful and be seen as credible in the workplace
  • Assertiveness - Ability to act in a self-confident manner to facilitate completion of a work assignment or to defend a position or idea
  • Accuracy - Ability to perform work accurately and thoroughly
  • No schedule restrictions
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