**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.
**So, why Helpware?**
Let's start with the facts. In the past year, our team has grown 4 times in size across the globe and increased
company revenue exponentially. That's not by coincidence. People are our single greatest commodity, which is
why we are careful who is let into our world of Helpers. We are currently in search of a Guest Response Team
Agent to push the boundaries and join our team of hard-working, driven individuals. If you value hard work,
driving change, and contributing to something greater than yourself, check out the details below and apply!
**Position Overview**:
The CSR position plays a key role in our Customer Service operations. Working in a call-center
environment, this high-energetic, confident and courteous employee will communicate with customers by phone,
and will be responsiblef or monitoring the daily service orders, ER tickets and daily communication
with all market locations.
**Primary Responsibilities**:
- Review, process and close all incoming ER tickets, service orders, exchanges,



return to vendor,
extended warranty claims daily that are assigned to the Customer Support Representative
- Act as first level of escalation by providing guidance to team members on difficult situations
handling exceptions or unusual situations.
- Refer complex problems to supervisors as appropriate.
- Maintain communication with team members, customers, and other departments.
- Provide daily service reports and ER reports to supervisors.
- Analyze problems and determine resolutions.
- Other duties as assigned, essential or otherwise.
- Interact with customers to answer their questions
- Follow Company policies and use independent judgement to determine resolution/escalation.
- Maintain a high level of professionalism, punctuality and accountability.
- Contribute to a team-oriented environment, assisting others as needed.
**Qualifications**:
- Consistently meet all department goals and objectives to ensure customer satisfaction.
- Timely and accurate information exchange, teamwork and cooperation.
- Demonstrated working knowledge of Microsoft Office.
- Ability to learn in-house computer programs.
- Excellent oral and written communication skills in the English language.
- Bilingual skills - a plus.
- Great telephone presence and confidence to assist customers over the phone.
- Courteous, confident and outgoing personality with exceptional customer service skills
- Ability to build relationships with team members and customers.

📌 Indeed Guadalajara Csr
🏢 Helpware
📍 Guadalajara