Careers At HGS

Brand Advocate: Inbound

Job Code : HGS/3
Kingston Permanent

Job Description

HGS is looking for a motivated individual to join us as a Brand Advocate, to handle inbound calls for the client. At HGS, we have a work environment that ensures every employee realises their true potential and achieves success in their career. If you are a keen and proactive learner with an entrepreneurial spirit, we want you on our team!

As a Brand Advocate, you will:

·         Cater to the needs of clients and customers in a 24/7 work environment

·         Handle inbound calls effectively and efficiently through the use of proactive customer service and call control techniques and proven troubleshooting procedures

·         Create an exceptional experience for the customer through personalization, by adding value to the call

·         Ensure customer satisfaction and loyalty by assisting and resolving a wide variety of customer requests, inquiries and complaints through customer service and consultation

·         Resolve problems on the first call, and with a minimum of transfers by consistently improving personal knowledge and understanding

·         Manipulate systems and escalate issues to the appropriate personnel for final resolution

·         Participate in ongoing training, keeping with client’s request and changing business strategies

·         Maintain performance goals (i.e. AHT, quality and schedule adherence)

·         Adhere to HGS’ policies and procedures and support HGS’ commitment to execution excellence

 Qualifications:

Our ideal professionals have:

·        Strong Interpersonal Skills: They are positive, pleasant, respectful and customer-focused. They should also be able to extend empathy in customer interactions.

·         Language and Communication Skills: Good command of English language with excellent enunciation and grammar, for oral and written communication

·         Analytical Skills: To comprehend, capture and interpret basic customer information to solve complex customer queries

·         Grasping Abilities: To retain detailed information and instructions

·         Skills that Give Them an Edge: Professional attitude, enthusiasm, reliability, strong knowledge of telephone etiquettes, training/certification in technology

·         Education: Successfully completed 5 CXC subjects including English and a numeric subject

·         Proficiency in computer systems

·         Prior experience working in a performance-based customer service entity preferred

 

Working with HGS:

The culture of growth, learning, support and mentorship, compassion, and dynamism are the pillars of every employee’s life at HGS. In all our 70+ delivery centres, the atmosphere buzzes with the high energy levels of our people, who are raring to achieve both individual and organizational goals. To enable our employees to realise their true potential at the workplace, some of the benefits we offer are:

·         Competitive salaries and incentives

·         Subsidized lunch options

·         Health insurance

·         Company-paid life insurance

·         Regular employee engagement activities

·         Training and development opportunities for the next level

 Apply now to join us as a brand advocate, and we’ll see you on the floor soon!

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