Colombia
Canada
India
Jamaica
Philippines
UK
US
SA
Job Description
Provide courteous and prompt resolution to customer inquiries by providing Chat and Voice support regarding billing inquiries, retention and technical support.
Research and investigate to identify root causes of issues and recommend resolutions for service and retention
Document customer needs, interactions and outcomes in the appropriate tool or system, including additional request creation if issues cannot be resolved real time.
Creating a “WOW” factor in every interaction through exceptional communication skills, taking ownership of the interaction and speed of service
Regular 1:1 coaching session with your supervisor to ensure you meet key performance indicators.
Why choose us?
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!
Plus, working with HGS comes with benefits like:
Paid Training
Refer-A-Friend bonuses
Time off – paid vacation.
Transportation – Limited Evening Free Transportation.
Career advancement in a fast-growing organization
People focused environment where you’ll make lifetime connections and friendships.
What we are looking for:
So what really makes a great chat and voice representative? Think of yourself as a product expert and problem solver that provides a consultative approach to issue resolution. Remaining abreast of evolving client information trends and adopting best audit practices. If you’re compassionate, energetic, bold and want to work in a customer centric role with an amazing opportunity to make an impact on people’s lives, you’ll love this opportunity!
Requirements:
You’re at least 18 years of age.
Fluent English writing and speaking.
Education Requirement High School Diploma
You can work between the hours of [8 AM and 12:00 AM CST] but have flexibility as business needs may change.
You have at least 6 months of Sales/Customer Service experience, 6 months BPO/Call Center experience and you understand the value of coaching / feedback.
You’re computer savvy, comfortable sitting at a desk and working with multiple monitors
You have excellent English and Spanish communication skills, both oral and written
HGS is committed to providing an inclusive and barrier-free work environment, starting with the hiring process. If you are contacted by HGS Colombia regarding a job opportunity, please advise if you have any restrictions that need to be accommodated. All information received in relation to accommodation will be kept confidential.
You will be required to pass preemployment tests and an interview. Our initial screening does include Artificial Intelligence assessments.
