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!

Responsibilities:

Responding to Queries:

• Provide timely and accurate responses to customer inquiries via various communication channels, including phone, email, and chat.

• Utilise comprehensive knowledge of products, policies, and procedures to address customer questions effectively.

• Deliver personalised and empathetic responses, actively listening to customer concerns, and offering appropriate solutions to ensure a positive customer experience.

Community Engagement and Customer Interaction

• Monitor social media channels for comments, messages, and mentions, and respond promptly and professionally to inquiries, feedback, and customer service issues.

• Escalating any customer which may be a brand reputation risk, working with the CX team to triage and resolve issues raised on social media platforms.

• Foster positive relationships with followers, influencers, and brand advocates to cultivate a loyal and engaged community.

• Checking on behalf of customers whether their address is serviceable.

• Collaborate with the customer experience team to address customer inquiries and concerns.

Problem Solving and Resolution

• Identify and analyse customer issues or complaints, demonstrating strong problem-solving skills to resolve them promptly and effectively.

• Escalate complex issues to relevant stakeholders or higher levels of support as necessary, ensuring timely resolution and customer satisfaction.

• Document all customer interactions, resolutions, and feedback in the CRM system to facilitate continuous improvement and knowledge sharing within the team.

Escalations Management

• Act as the point of contact for escalated customer issues via social media, demonstrating empathy and professionalism in addressing concerns and resolving disputes.

• Assess the nature and severity of escalated issues, prioritising urgent matters and allocating resources accordingly to ensure timely resolution.

• Collaborate with relevant stakeholders, including management, warehouse operations, and quality assurance teams, to investigate root causes and implement corrective actions to prevent recurrence.

• Keep customers informed throughout the escalation process, providing regular updates and ensuring transparency to maintain trust and confidence in Farmers Pick's commitment to customer satisfaction.

• Document all escalation cases and resolutions in detail, capturing key learnings and insights to inform process improvements and enhance future escalation handling procedures.

Qualifications

• Relevant experience in customer facing roles or social media roles.

• Proficiency in Microsoft office / Google suite

• Experience with Google Analytics, Zendesk, Hubspot, Shopify a bonus

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.