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!

Support day-to-day delivery operations by monitoring live deliveries, assisting drivers and customers, and resolving real-time issues. This is a fast-paced, frontline role that requires strong communication skills, attention to detail, and the ability to work under pressure.

Key Responsibilities

• Live Delivery Support: Monitor active deliveries, track progress, and resolve issues such as delays or disruptions in real time.

• Customer & Driver Support: Handle calls, chats, and tickets, providing timely and professional assistance.

• Ticket Management: Create, update, and resolve tickets while following standard procedures.

• Dispatch Oversight: Assign delivery jobs and ensure efficient allocation of tasks to drivers.

• Issue Resolution: Quickly identify and address operational problems, escalating when necessary.

• Monitoring & Tools: Use dashboards and systems to track performance and prevent issues.

• Collaboration: Work closely with team leaders and internal teams to maintain smooth operations.

• Reporting: Contribute to daily updates on performance and recurring issues.

Qualifications

• Experience in customer service, logistics, or operations is preferred

• Strong problem-solving and multitasking skills

• Excellent verbal and written communication

• Ability to work in a fast-paced, high-pressure environment

• Comfortable using tools such as chat systems, dashboards, and ticketing platforms

• Experience with dispatch systems or tools like Zendesk is a plus

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.