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!
Key Responsibilities
- Handle customer inquiries via email, chat, social DMs, and escalations
- QA and approve AI‑generated responses before sending
- Provide personalised size/fit guidance and respond to reviews
- Process refunds, returns, and order edits in Magento
- Manage chargebacks via Braintree/PayPal with supporting documentation
- Maintain and update knowledge articles, workflows, and quick texts
- Liaise with warehouse for QC/QA issues and urgent order checks
- Troubleshoot eCommerce issues and escalate to tech teams when needed
- Provide weekly reports on customer insights, trends, and AI/process improvements
Candidate Requirements
- Minimum 4 years’ customer service experience (eCommerce/fashion/premium retail preferred)
- Strong written English with ability to maintain premium brand tone
- Experience with Salesforce Service Cloud or similar CRM - PREFERRED
- Familiarity with Magento/eCommerce platforms and payment systems (Braintree, PayPal) - PREFERRED
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.
