The Wellness Guide I/Customer Care Representative will be responsible for, but not limited to the following, answering customer questions, attending to customer concerns, processing refunds, replacements, & orders, making product recommendations, helping customers track their order through chat, text, & phone call. The position will be directly supporting the Customer Experience Department. The job requires a detailed understanding of the full MS Office Suite & Internet software, such as Customer Relationship Management & eCommerce platforms, extreme competency at solving problems collaboratively, & relevant customer support experience in the past. This job is a temporary (contract), hourly, full-time (40 hr/wk), paid, remote position with a compensation of MXN $130.90 per hour. This temporary role will run from** October 6**, 2025 - February 28, 2026.** After onboarding, contractors will work one of the following shifts: - 8am to 5pm EST - Monday through Friday - 12pm to 9pm EST - Monday through Friday - 1pm to 10pm EST - Monday through Friday **Responsibilities** - Follow communication procedures, guidelines, & policies. - Talk with customers by phone, text, or web chat regarding product information, order questions, or changes in subscription service. - Assist with the placement of orders, refunds, or exchanges. - Proficient in taking payment information & other pertinent information such as addresses & phone numbers. - Reach out to customers & verify account information via phone call or text. - Maintain customer confidence & protect operations by keeping sensitive information confidential.



- Capable of managing large amounts of incoming calls or open tickets. - Identify & assess customers' needs to achieve customer satisfaction; go the extra mile to engage customers. - Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting & explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution. - Adjust complaints concerning billing or service rendered, referring complaints of service failures to designated departments for investigation. - The ability to identify with the feelings of others to communicate clearly, accordingly, & effectively both verbally & in other forms. - Handle complaints, provide appropriate solutions & alternatives within the time limits & follow up to ensure resolution. - Ability to explain to customers the support processes within the organization. - Capable of taking on new skills quickly to provide direct support to customers. - Build sustainable professional relationships of trust through open & interactive communication. - Provide accurate, valid, & complete information by using the right methods/tools.



- Contributes to team effort by accomplishing related tasks as needed. - Other responsibilities as assigned. - Some travel (<5%) may be required on an as needed basis, with advance notice provided to the employee. **Qualifications** - High school diploma or equivalent. - Must have previous experience in customer support & demonstrated ability to multitask, prioritize & manage time effectively. - Ability to speak effectively before groups of customers or employees of the company. - Strong verbal & written English communication skills. - Basic mathematical ability. - Ability to deal with problems involving a few concrete variables in standardized situations, being able to rationalize problems, & critical issues. - Ability to understand & to carry out instructions furnished in written, oral, or diagram form. - Ability to understand & carry out instructions furnished in written, oral, or diagram form. - Business Process Outsourcing or call center experience. - Amazon experience (strongly preferred). - Shopify experience. - Gladly or similar platform (Freshdesk or Zendesk) experience. - Great sense of humor & positive “can-do” attitude. **Physical Requirements** - Must be able to exert up to 10 pounds of force occasionally or a negligible amount of force frequently to lift, carry, push, pull, or otherwise move objects, including the human body. - This role involves sitting most of the time but may also involve moving for brief periods of time. **Benefits Summary** - Competitive compensation. - Paid sick time.

📌 Wellness Guide I (Customer Care Representative) (Contract)
🏢 MaryRuth's
📍 Ciudad de México