Customer Support Representative

About the role

Helpware is hiring a Customer Support Representative in Lima, Peru, to support customers before, during and after major sports, music and entertainment events. Customers contact the company about tickets, payments, event questions and other concerns, and the representative helps make things right.

Key responsibilities

• Assist customers by phone, email, chat and other support channels
• Help with ticket purchases, payments, account access, event information and order-related inquiries
• Investigate and resolve issues while delivering a positive customer experience
• Communicate difficult information with empathy, professionalism and confidence
• Support customers before, during and after live events
• Handle fulfillment issues so requests are completed accurately and on time
• Balance customer satisfaction with company policies and maintain productivity, quality and satisfaction goals
• Identify ways to improve processes and customer experience, and represent partner brands professionally

Required profile

• Previous customer service experience in one or more channels (phone, chat, email or social media)
• Excellent verbal and written communication in English and Spanish
• Availability to work full-time, including evenings, weekends and holidays as needed
• Ability to multitask in a fast-paced environment, solve problems and stay calm under pressure
• Comfortable working with customers from different cultures and backgrounds

Required skills

• Strong computer skills, including Microsoft Office and web-based applications
• Nice to have: ticketing, live events, entertainment, sports, travel or eCommerce experience; additional languages; knowledge of major sports leagues, concerts and festivals

What we offer

• Competitive salary
• Hybrid role
• Paid training and career growth opportunities
• Supportive team and work with an international company and global clients