Customer Service Representative
Core
Provide empathetic support and accurate information to employees across Latin America seeking wellness, legal, financial, and nutritional guidance via phone, chat, and email.
Role type
Customer Service Representative (EAP)
Builds
Employee Assistance Program (EAP) support services
Domain
Health and well-being / Human Resources
Deliverable
client delivery
Required skills
Empathy, active listening, case management, referral coordination, data intake, multichannel communication
Preferred skills
Experience in fast-paced, multicultural environments, process improvement
Technologies
Microsoft Office, Google Workspace, Wellness Portal, mobile app
Responsibilities
Receive and manage routine and critical calls from EAP users; Handle inquiries through multiple channels including chat, mobile app, and email; Conduct data intake and route users to appropriate resources; Refer psychological and nutrition cases to regional clinical teams; Coordinate referrals with external professionals; Monitor user experience and conduct post-care follow-up surveys; Collaborate on departmental process improvements.
Seniority
Entry-level / Student
