CSR (SPA/ENG)

About Us

Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, Germany, Albania, Poland, Puerto Rico, and the Philippines, which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.

What the role is aboutHelpware is seeking a Customer Care Agent to join our team. If you’re passionate about music and want to be part of an incredible journey where ideas come to life, this is the place for you. We are looking for positive, enthusiastic individuals dedicated to delivering excellent customer service and raising the bar. As a CSR, you will be providing top-notch customer service through online chats and email and addressing a variety of customer inquiries in a personalized, friendly, and informative manner. 

Who is our client?

The world’s most personal music streaming service, with 53 million tracks and a global presence in over 180 countries.

Responsibilities:

• Provide exceptional customer service worldwide through email and live chat channels.
• Identify customer issues and collaborate with the team to find practical solutions.
• Take ownership of customer cases, ensuring end-to-end resolution.
• Provide service to our client's global customer base in multiple languages.
• Support any contact channel that our client requires such as email, social media, and live chat.
• Take ownership of customer issues, solve problems, and handle cases from start to finish.
• Work collaboratively with the team.
• Attend regular meetings with team members and managers. 
• Participate in projects as assigned.

Required Skills and Qualifications:

• Adaptability: Ability to thrive in a fast-paced environment and quickly adapt to changes.
• Communication: Excellent verbal and written communication skills with colleagues and customers.
• Empathy: Genuine care for customers’ needs and a passion for helping others.
• Quick Learner: Willingness to embrace new ideas, push boundaries, and strive for continuous improvement.
• Collaboration: Strong team player who understands the importance of working together for success.
• Language Proficiency: Impeccable written and spoken English, along with proficiency in Spanish.

Preferred (Nice to Have) Skills:

• Tech Savviness: Knowledge of mobile and digital technology.
• Support Experience: Previous work experience in a customer support environment.