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 17,000+ employees across 10 countries and 23 delivery centers.”

Process Consultant:

• Qualification : Graduate /Postgraduate
• Minimum 2-5 years of international Customer Support Representative with German expertise.
• 5 days working and 2 days off.
• Should be ok with night shift and rotational off.
• Quick Navigation Ability, Web Savvy, Basic Troubleshooting Knowledge
• Excellent communication skills.
• Salary : 4 to 6 LPA with Standard hike on current salary.
• Work Location :Q City, Hyderabad 
• 2-way cab facility will be provided.
• Max 30days Notice preferred .

 Roles & Responsibilities:

Customer Support & Issue Resolution

• Handle customer inquiries via calls, emails, and/or chat, depending on assigned LOB and market.
• Resolve issues related to orders, returns, repairs, exchanges, product troubleshooting, and account concerns.
• Provide first‑contact resolution whenever possible and escalate complex cases per defined procedures.
• Apply soft skills to de‑escalate difficult interactions and turn negative experiences into positive outcomes.

Documentation & Systems Use

• Accurately document all customer interactions in client‑approved systems.
• Create and update cases, orders, and service tickets following client guidelines.
• Ensure correctness of data to support downstream teams (logistics, repairs, QA, analytics).

Process & Policy Adherence

• Follow client ‑approved process flows, scripts, and escalation paths, with flexibility when customer experience requires it.
• Comply with Quality Information Security Management System (QISMS) and PCI‑DSS standards to protect customer and company data.

Performance & Quality

• Meet defined KPIs such as handle time, documentation accuracy, quality scores, adherence, and customer satisfaction.
• Act on coaching feedback and participate in upskilling or cross‑training as required.
• Maintain schedule adherence and proper use of AUX codes.

Collaboration & Team Contribution

• Work closely with team leaders, SMEs, QA, WFM, and support teams.
• Participate in huddles, updates, and program communications.
• Support ramp‑ups, stabilization periods, and volume spikes when needed.

Required Skills & Competencies

• Strong verbal and written communication skills
• Customer‑first mindset with problem‑solving ability
• Attention to detail and accurate documentation
• Ability to navigate multiple systems simultaneously
• Willingness to follow structured processes while applying judgment

Note: Resource must have German Language expert certification with either B2 or C1.

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.