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!

Call Centre Agent 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.

Key Responsibilities:

Customer Interaction

• 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.

Issue Resolution & Support

• 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.

Quality & Compliance

• 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.

Collaboration & Continuous Improvement

• 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 Skills & Qualifications

Experience

• 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.

Technical Skills

• Ability to navigate web-based applications and CRM/ticketing tools.
• Basic troubleshooting skills (browser, login issues, user navigation).
• Strong typing and documentation accuracy.

Soft Skills

• 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.

Education

• Graduate or diploma holder in any discipline (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.