HGS is a global provider of technology, AI, and business services that helps organizations transform with confidence. At HGS, we combine technology, AI, and human expertise to deliver Intelligent Experiences that drive growth and transformation. Our strong foundation in CX enables us to create impactful solutions across industries. Through our Realized AI approach, we deliver practical innovation with measurable outcomes. Part of the multi-billion-dollar Hinduja Group, HGS takes a “globally local” approach with 18,000+ employees across 10 countries and 30 delivery centers.”
The primary focus is on live chat support, while also assisting with email tickets as part of the wider CX team. They’ll be the first point of contact for our customers helping with questions, subscription changes, orders, deliveries, products and any issues they may encounter.
Ideally, the candidate is comfortable working in a fast-paced environment, can confidently manage multiple conversations at once, and knows how to provide quick, clear and helpful support without losing the personal touch, while consistently meeting our CX KPIs.
They will also play a key role in identifying recurring customer, order and delivery issues, sharing feedback with the team and helping the business drive continuous improvement
Responsibilities:
Live Chat:
- Manage incoming live chat and provide timely, friendly and accurate responses
- Handle multiple conversations at once while maintaining a high standard of customer service
- Quickly understand what the customer needs and provide clear, practical solutions
- Take ownership of tickets from start to finish where possible
- Escalate complex or high priority issues to team leads
Email support
- Assist with inbound email tickets during quieter chat periods or when additional CX support is required
Credentials
- Previous experience in customer support and live chat
- Strong written comms skills and excellent attention to detail
- Previous experience with zendesk and shopify (nice-to-have)
HGS is an equal opportunity employer committed to fostering diversity, equity, and inclusion. We do not discriminate based on race, ethnicity, religion, gender, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by applicable law. We believe a diverse workforce drives innovation and helps us better understand and serve our global customers and communities.
