Customer Support Representative

Customer Service Representative | Peru | On-site

People don't call us because they bought a stapler.

When something goes wrong—a missing ticket, a payment issue, a question about an event, or a last-minute concern—you'll be the person helping make things right. As a Customer Service Representative, you'll support customers before, during, and after some of the biggest sports, music, and entertainment events around the world.

About Helpware

• Here's the deal!
• They call because they bought tickets to see their favorite artist, attend a championship game, or experience an event they've been looking forward to for months.
• Every conversation is an opportunity to turn frustration into excitement and create an experience customers remember for the right reasons.
• Your day-to-day!

Responsibilities

• Assist customers through phone, email, chat, and other support channels
• Help customers 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-related issues and ensure customer requests are completed accurately and on time
• Make decisions that balance customer satisfaction with company policies
• Maintain productivity, quality, and customer satisfaction goals
• Identify opportunities to improve processes and customer experiences
• Represent our partners' brands with professionalism and enthusiasm

Requirements

• Previous customer service experience in one or more support channels (phone, chat, email, or social media)
• Excellent verbal and written communication skills in both English and Spanish
• Availability to work full-time, including evenings, weekends, and holidays as needed
• Strong computer skills, including Microsoft Office and web-based applications
• Ability to multitask and perform well in a fast-paced environment

Strong problem-solving skills and sound judgment

• Ability to remain calm and professional during challenging customer interactions
• Comfortable working with customers from different cultures and backgrounds

Preferred

• Experience in ticketing, live events, entertainment, sports, travel, or eCommerce

Experience supporting back-office or administrative processes

• Knowledge of major sports leagues, concerts, festivals, and live entertainment events
• Experience contributing to process improvements or customer experience initiatives
• Paid training

Benefits

• Work with an international company and global clients