HGS is a global leader in customer experience management. With more than 18,000 employees spread across 9 countries, our mission is to make our clients more competitive by providing exceptional experiences. Powered by a people first philosophy and experience serving over 1100 of the world’s leading brands, HGS is the perfect place to build your future!

General Duties and Responsibilities

• To be able to meet with the KPIs that have been set to be achieved within the stipulated timeframe and also to maintain consistency in the continual achievement of the targets on an ongoing basis
• To manage customer service queries including sales-related, provisioning, billing and support matters, technical support, troubleshooting, termination, recontract, and other telecommunications products and
  services, recognising that these are closely connected with the day to day customer experience to be delivered to our customers
• To provide exceptional customer service in every customer interaction (primarily chat and voice service, and not restricted to include email and social media) with the ultimate aim of providing first call resolution
• To bring up ongoing service issues and recommend solutions to the supervisor for further action
• To maintain awareness of customer needs and potential service issues through customer contact,including escalated calls, chats, emails and other customer contact channels
• To support the sales team in the identification of and action on potential selling opportunities to generate revenue, taking appropriate follow up actions to ensure that the customer needs are met
• To ensure active promotions of products and services based on the customer needs and the product options available
• To provide well-rounded, prompt, high-quality, and professional customer service at all time in the engagement with the customers
• To work with other support teams as necessary to ensure that customer`s queries are clearly escalated to the correct teams for the required action and follow-up
• To deal with all chats, calls or enquiries politely, courteously, professionally and assertively
• To handle and resolved customer complaints within the procedures and guideline provided
• To follow up with the vendors and/or third party vendors/partners when appropriate to ensure seamless service delivery
• Provide positive and quality customer experience by responding directly to questions, feedback, and complaints though chat, social media, email. Should the chat/email or social media interaction be deemed
  easier to resolve via outbound calls, the channel of communication need not be restricted to just non-voice channels.
• Creatively articulate information/business rules via excellent written and soft communication skills
• Guide and support customers in their needs to engage with the proper support teams
• Track all activities in the case management tool
• Support others on the team to manage case load
• Ability to effectively manage the social media platforms of the client
• Shift duties may be required to support operation hours that is subjected to changes based on business needs
• Contribute to the team performance by sharing and implementing Best Practice
• To be open to new task/duty as directed by client/management that may arise due to the changing business needs and market.product launches and promotions

As an equal opportunity employer, HGS is dedicated to diversity, inclusivity and Equity. HGS does not discriminate on the basis of the race, ethnicity, religion, sex, national origin, age, veteran disability, or genetic information or any other reason prohibited by law in employment. We believe in the power of diversity to create an environment where every individual excels, and our diverse customer and colleague base is deeply understood.