Customer Service Representative (Puerto Rico)
Company:Helpware
Location:Puerto Rico, CST
Languages:English, Spanish
Seniority level:Entry, 1+ year
Experience:1+ year
Skills:
Communication SkillsProblem SolvingCustomer serviceAttention to detailMultitaskingDocumentationAdaptabilityRelationship buildingTeamworkFluency in EnglishTroubleshootingActive listeningCRM
Requirements:
High school diploma or equivalent 1+ year of customer service experience in a fast-paced environment Bilingual in Spanish (C1) & English (C1) Physically willing and able to sit for an 8-hour shift Physically willing and able to type continuously using a keyboard for a full 8-hour shift Physically willing and able to manage multiple chat conversations simultaneously Mental resilience to handle difficult or upset customers without experiencing anxiety Ability to thrive in a high-volume, fast-paced call center environment
Responsibilities:
Help transfer calls between patients/pharmacies/doctors Become an expert on the product Provide first-level support via email and/or chat Address customer inquiries, troubleshoot problems, and guide users Maintain a positive, empathetic, and professional attitude Work on creating, updating, or adjusting customer accounts Collaborate with colleagues and management Document and track customer interactions, issues, and resolutions Process and prepare information for auditing and reporting Update internal and customer-facing knowledge bases Convert clients' feedback into feature requests Escalate unresolved issues while maintaining ownership Effectively communicate technical information to non-technical users Stay updated on product knowledge Ability to thrive in a fast-paced, dynamic environment Open to working all shifts as needed
