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!
POSITION OVERVIEW:
The customer experience is at the heart of our DNA. As a Customer Experience Agent, you will be
responsible for answering phone calls from our business partners and customers with the goal of
listening, understanding and resolving issues in a timely manner. You will have the chance to evolve
within a rapidly growing company where customer service is valued.
JOB DUTIES AND RESPONSIBILITIES:
• Answer clients over the phone, by email or by live chat.
• Inform clients about the status of their delivery.
• Collect comments from clients and escalate particular cases if needed.
• Improve the company's service by listing issues that came up while dealing with
• Problematic cases throughout the day.
REQUIREMENTS:
• Minimum of 2 years of proven success in a customer service role.
• Familiarity with logistics processes and terminology is preferred.
• Excellent written and verbal communication skills, with the ability to convey complex
information clearly and effectively.
• Should have previous experience with email, chat, and voice customer support.
• Strong problem-solving abilities and a commitment to resolving issues in a timely and efficient
manner.
• Ability to adapt to a fast-paced environment and handle multiple priorities simultaneously.
• Experience working with CRM software or other customer service management tools.
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.
