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.”

Role Purpose

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.

We do this by:

1. Seeing our customers – Responding promptly and acknowledging them as an important part of our community.
2. Hearing our customers – Actively trying to understand the challenge they are trying to resolve.
3. Valuing our customers – Providing valuable information and demonstrating professionalism and empathy.

Through these principles, we strive to build trust, foster lasting relationships, and delight our customers.

Key Responsibilities

Functional Area

• 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 needs and provide a rapid response when the enquiry is within the Rapid Action Program (RAP).
• Maintain accurate records of customer interactions and the 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 received outside the RAP for review by the manager.
• Participate in and engage with continuous improvement initiatives and ongoing training.
• Follow applicable communication procedures, guidelines, and policies.

Qualifications and Experience

• Previous experience in a customer-facing role, preferably in customer service, customer care, or customer success.
• Proven track record of delighting customers and exceeding their expectations.
• Proficiency in Microsoft Office, including Teams and Dynamics.

Attributes

• Excellent written and verbal communication skills.
• Friendly and empathetic manner.

Strengths

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.

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.