Customer Service Representative

Our team and what we’ll accomplish togetherOur team delivers critical Employee Assistance Program (EAP) support to organizations across Latin America, serving as the vital first point of contact for employees seeking wellness, legal, financial, and nutritional guidance. As a Customer Services Representative based in Mexico City, you'll be at the heart of our mission to provide seamless, user-centered access to mental health and wellness services—directly impacting the wellbeing of thousands of employees. You'll work in a dynamic, multicultural environment where your ability to listen, empathize, and connect people with the right resources makes a real difference in their lives.What You'll DoReceive and manage routine and critical calls from Employee Assistance Program (EAP) users across Latin America, providing empathetic support and accurate informationHandle inquiries through multiple channels including the Wellness Portal chat, mobile app, and email to ensure seamless access to servicesConduct data intake, identify consultation reasons, and route users to appropriate resources with precision and careRefer psychological cases to the regional clinical team and nutrition cases to the regional nutrition team, ensuring proper case management and continuity of careCoordinate referrals with external professionals (lawyers, accountants, nutritionists) across Latin America and follow up to ensure positive user outcomesMonitor user experience throughout the service journey and conduct post-care follow-up surveys to gather feedbackCollaborate with team members on departmental process improvements and maintain Community Resources documentation as neededWhat You BringCurrently enrolled as a university student in Psychology, Human Resources, Law, Finance/Economics, or NutritionPrevious call center experience (excluding collections call centers)English language proficiency at Intermediate level (B2+) or higherIntermediate proficiency with Microsoft Office and Google WorkspaceStrong listening and empathy skills with the ability to handle sensitive conversationsExcellent organizational skills and attention to detail in managing multiple inquiries and referralsAbility to work in a fast-paced, multicultural environment and adapt to changing prioritiesWhat We OfferPart-time position: 6.5 hours per day, 6 days per week.Hybrid work model combining remote and in-office collaborationExcellent work environment in a dynamic, multicultural settingBenefits package including:Medical insurance (Major and Minor coverage)Dental and Vision coverageLife insuranceFuneral insurance