Bilingual Customer Service Agent

hace 1 semana

Guadalajara, Jalisco, México Helpware A tiempo completo

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?:


We are looking for an
Bilingual Customer Service Agent to use best practices in customer success processes, optimize customer experiences and grow the mission impact of our client's organization.

Customer satisfaction, troubleshooting and data analysis are guiding principles in this work to promote our client's certified products.

What awaits you in this role:

  • Respond to general inquiries from producers, companies, organizations and individuals wishing to source and/or promote products with crops from farms with our client's certification.
  • Have professional interactions with companies in the different sectors and walk them through the our client's customer journey, providing them with information on how to register in the program, the implementation of farm or supply chain requirements including traceability, use of the certification seal, licensing and mutual recognition where applicable.
  • Provide information and technical support to producers, companies and other stakeholders on the implementation procedures of certification.
  • Assist in delivering training and webinars to different users in matters such as our client's registration, traceability and trademark approval systems.
  • Troubleshoot clients as they navigate through our client's certification, traceability and trademark systems.
  • Support team goals and projects in coordination with others in local, regional or global teams as needed
  • Share inputs and feedback about Customer Success processes to support continuous improvement activities
  • Other duties as assigned.

What we are looking for:

  • Command of English at a C1 level
  • Bachelor's degree preferred, ideally in sustainable marketing, communications or business.
  • Minimum 2 years of relevant experience in administrative, customer service, tech support or communication roles in a professional office environment.
  • Understanding and experience of sustainability and certification programs is highly desired
  • Strong writing and verbal communication skills in English and Spanish
  • Interpersonal abilities and openness to interact with other cultures with tact and diplomacy.
  • Positive attitude, with strong organizational and time management skills.
  • High attention to detail, analytical and strong customer orientation.
  • Ability to interpret and explain guidelines and requirements to others.
  • Comfortable with the use of Teams, Zoom or other online communication tools.

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 an international non-profit organization working to create a better future for people and nature through business, agriculture, and forests.


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.

AVISO DE PRIVACIDAD

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