Customer Services Representative

hace 19 horas

Ciudad de México, Ciudad de México eap Latina A tiempo completo

We are EAP Latina, the leading provider of corporate wellness services and EAP (Employee Assistance Program) in Latin America.

900+ clients choose us to empower their organizations.

Our mission?

To become strategic partners for HR departments, co-creating healthier work environments that strengthen organizational culture and, consequently, boost productivity.

By incorporating our program as a benefit, HR leaders are able to support each employee with the professional help they need—at just the right moment.

How do we do it?

  • Through a comprehensive wellness program with 8 professional support modules:
  • Psychological Counseling – Nutritional Counseling – Financial/Accounting Assistance – Legal Support – Leader Support – Diversity & Inclusion – Pet Care (Veterinary Attention) – and Wellness E-learning.
  • Through services designed to support workplace wellbeing:
  • Mental, physical, and overall wellness assessments – Executive Coaching Programs – Customized Trainings and Talks – On-Site Professionals – And more.

Discover our culture

We're always eager to meet talented people who can help us keep growing.

About the role

We're currently looking for an Customer Services Representative, whose mission to provide EAP program service users and others with access to services through multiple support channels, including data intake, identification of the reason for consultation, and referral management, always ensuring a user-centered experience. Additionally, the role involves managing referrals, following up on user experience, collaborating in various departmental processes, and meeting the performance metrics established for the position.

Responsibilities:

  • Receive and manage routine and critical calls from Employee Assistance Program (EAP) users across LatAm, as well as other organizational calls.
  • Handle and manage inquiries received through the Wellness Portal chat, mobile app, and other provider portals.
  • Review, manage, and respond to emails as an access channel for users and for other organizational communications.
  • Refer and/or schedule psychological cases with the regional clinical team (internal staff) and the regional nutrition team (internal staff), as appropriate.
  • Refer and follow up on consultations with external professionals (lawyers, accountants, nutritionists) across Latin America (external staff).
  • Facilitate communication between users and professionals, ensuring continuity of care.
  • Monitor and ensure a positive service experience between users and professionals.
  • Conduct post-care experience follow-ups through surveys.
  • Review and update Community Resources required by the regional clinical team.
  • Collaborate in the development and ongoing update of departmental processes.

Profile:

We are looking for University student in Psychology, Human Resources, Law, Finance/Economics, or Nutrition. (required).

This position requires previous Call Center experience (excluding collections call centers).

Requirements:

  • English: Intermediate (Required)
  • Microsoft Office and Google Workspace: Intermediate to Advanced (Required)

We offer:

Part-time – 6.5 hours, 6 days per week.

Work modality: hybrid model

Excellent work environment in a multicultural setting

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