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!
We are looking for confident, proactive and customer-obsessed services agents to come on board and be part of a best-in-class customer service function for the platform. This role is pivotal in delivering exceptional service across voice, chat, and email channels, supporting both B2B and B2C customers in a fast-paced ecommerce and marketplace environment.
In addition to responding to queries and looking proactively at ways to improve our customer service offer, you will also be actively monitoring, routing, and managing delivery driver allocation through a central software system.The role will report into the UK Customer Service Manager as well as working closely with sales teams, partner relationship managers, logistics and operations, and delivery drivers based in London UK (with the possibility of expansion beyond).
RESPONSIBILITIES:
● Handle inbound and outbound customer and partner interactions via voice, chat, and email with professionalism and empathy. You will go the extra mile to resolve inquiries related to orders, payments, product listings, returns, and account issues across the marketplace
● Support both business clients and individual consumers, tailoring communication style and solutions accordingly 1 of 3
● Effectively plan, route, and manage live delivery services through our live online software. You will use the system to optimise delivery routes and assign orders to delivery drivers.
● Respond to live delivery-related enquiries from partners using our platform and the customers we are facilitating delivery to, whilst ensuring communication remains at the fore and any issues are properly triaged and dealt with quickly and effectively. You will use chat and voice interaction, where needed, to resolve queries or issues rapidly and ensure customer satisfaction.
● Document customer and vendor interactions accurately within the CRM system/s to resolve open tickets and escalate complex issues, when necessary
● Collaborate (and/or escalate appropriately) with internal teams from Partner relationship managers, Sales and Logistics to ensure seamless resolution and customer satisfaction
● Identify trends in customer feedback and contribute to continuous improvement initiatives
● Where time allows, watch and draft responses (for review) to social channels that will ensure our partner vendors and customers feel they are being listened to
Required Skills & Experience
● 3+ years in customer service, preferably in ecommerce or marketplace settings
● Proven experience supporting B2B and B2C customers across multiple channels
● Excellent written and verbal communication skills with a customer-fi rst mindset (with a strong and professional English language profi ciency)
● Analytical mindset with a knack for problem-solving and process optimisation
● Familiarity with food marketplace platforms (Deliveroo, Just Eat, Uber direct)
● Profi cient in CRM tools and ticketing systems
● Ability to multitask, prioritise, self manage workloads effectively, and thrive in a fast-paced environment
● Having previously worked across timezones with leadership and other multi-disciplined members on a team
● A natural ‘people’ person who prides themselves on their communication skills and their empathy towards others.
Nice to have
● Experience with order management systems and ecommerce platforms
● Experience in delivery management systems such as Nash, Deliverect or Orchestro
● Direct experience using Hubspot for customer service management
● Food sector experience
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.
