Job Description
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Job Title:  Customer Service Consultant
Req Id:  2334
Posting Start Date:  6/14/26

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!
Job Description: 

The Customer Service team supports thousands of CreditorWatch customers across Australia. As a Customer Service Consultant, you will:

  • Handle inbound enquiries via phone, live chat, and email.

  • Conduct outbound activities to assist online members with account updates (e.g., credit card details).

  • Contribute to team and company targets.

  • Provide suggestions for process improvements, help centre management, and customer feedback reviews.

Your role is central to enhancing customer satisfaction and ensuring seamless account management.

Your Impact

A successful Customer Service Consultant will:

  • Drive customer satisfaction through positive engagement and strong NPS results.

  • Communicate effectively with both internal teams and external customers.

Responsibilities

  • Respond to inbound enquiries via phone, live chat, and email within expected timeframes.

  • Review and act on customer feedback.

  • Assist with Help Centre management.

  • Engage positively with customers to build trust and satisfaction.

  • Process sales by unlocking accounts and updating payment details.

Knowledge and Experience

Essential:

  • 2+ years of customer service experience.

  • Experience managing enquiries via chat, email, and phone.

  • Strong time management skills with proven ability to meet KPIs.

  • Working knowledge of Salesforce.

  • Basic dispute handling skills.

  • Clear written and verbal communication skills with strong literacy.

Desirable:

  • Exposure to Talkdesk and Intercom.

  • Experience with process or continuous improvement initiatives.

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.
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