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.”
Customer Service Representative is responsible for handling incoming calls from clients, facility managers, service providers, and store personnel using our SaaS-based Facilities Management platform. The role involves providing first-level support, creating or updating work orders, troubleshooting basic system issues, and delivering exceptional customer service in a fast-paced environment.
An extension of this role will be also coordinating facilities requests that have specific actions with facility managers, service providers, and store personnel. Here, the agent owns the responsibility to effectively liaise with respective parties to complete a task/action.
JOB DUTIES AND RESPONSIBILITIES
• Handle inbound & outbound calls from clients and service providers with professionalism and empathy.
• Create, update, and manage work orders within the FM application based on call details.
• Assist customers with navigation, login issues, and basic troubleshooting related to the SaaS platform.
• Capture accurate information and ensure data integrity in the system
• Follow defined scripts, processes, and call-handling guidelines.
• Identify customer needs and provide timely, effective solutions.
• Escalate complex technical issues to Tier 2/Support Engineering teams.
• Liaise with vendors, technicians, and facility managers when required.
• Track open tickets/work orders to ensure timely resolution and customer follow-up.
• Meet or exceed daily/weekly KPIs (AHT, CSAT, QA score, adherence, productivity).
• Maintain confidentiality of customer and business data.
• Follow all documented SOPs, compliance requirements, and security protocols.
• Work closely with Team Leaders, QA, Trainers, and cross-functional teams.
• Provide feedback on recurring issues or system gaps to improve processes.
• Participate in refresher training, calibration sessions, and performance discussions.
REQUIRED QUALIFICATIONS
• 2–4 years of inbound & outbound call centre experience (preferably US process)
. • Experience with SaaS platforms or ticketing systems is an advantage.
• Exposure to Facilities Management or Work Order Administration (WOA) is a plus.
• Ability to navigate web-based applications and CRM/ticketing tools.
• Basic troubleshooting skills (browser, login issues, user navigation).
• Strong typing and documentation accuracy.
• Excellent verbal communication in English (neutral accent preferred).
• Strong listening, problem-solving, and customer handling skills.
• Ability to multitask, stay calm under pressure, and manage high-volume calls.
• Willingness to work night shifts and rotational schedules.
• Graduate or diploma holder in any discipline (preferred).
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.
