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!

The shared purpose of the Rapid Response Team Specialist is to put our customers first by ensuring they are seen, heard and valued through the delivery of excellent customer service.

JOB DUTIES AND RESPONSIBILITIES:
• Answer and respond to incoming customer calls in a timely manner within agreed KPI
targets
• Deliver a positive customer experience by maintaining a friendly, personable and helpful
approach
• Identify customer need and provide rapid response if enquiry is within the Rapid Action
Program
• Maintain accurate records of customer interactions and steps taken to resolve issues
• Escalate complex enquiries outside of the RAP to the relevant COP
• Proactively take steps to enhance the customer experience
• Log enquiries that are received outside the RAP for review by manager
• Participate and engage in continuous improvement initiatives and ongoing training
• Follow applicable communication procedures, guidelines and policies

REQUIREMENTS:
• Previous experience in a customer-facing role, preferably handling customer service,
care, or success
• Proven track record of delighting customers and exceeding their expectations
• Proficient in MS Office (Teams, Dynamics)
• Excellent written and verbal communication skills
• Friendly and empathetic manner
• Empathy (Relationship building) People exceptionally talented in the Empathy theme can
sense other people's feelings by imagining themselves in others' lives or situations
• Communication (Influencing) People exceptionally talented in the Communication
theme generally find it easy to put their thoughts into words. They are good
conversationalists and presenters.
• Achiever (Executing) People exceptionally talented in the Achiever theme work hard and
possess a great deal of stamina. They take immense satisfaction in being busy and
productive.
• Consistency (Executing) People exceptionally talented in the Consistency theme are
keenly aware of the need to treat people the same. They crave stable routines and clear
rules and procedures that everyone can follow.
• Restorative (Executing) People exceptionally talented in the Restorative theme are adept
at dealing with problems. They are good at figuring out what is wrong and resolving it
Customer Connect Team Specialist

Work Schedules:
• Shift Schedule: 9:00am – 6:00pm AEST
• Work Set-up: Onsite
• Days Off: Saturday - Sunday

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.