CUSTOMER SERVICE REPRESENTATIVE

CUSTOMER SERVICE REPRESENTATIVE

We are a global leader in Business Process Management and optimizing the Customer Experience lifecycle. HGS makes its clients more competitive every day. HGS combines technology-powered services in automation, analytics and digital transformation, with deep domain expertise focusing on back office processing, contact centers, traditional and digital customer care, and HRO solutions to deliver transformational impact to clients.

Our employees enjoy:

• Reward & Recognition – timely gratification for excelling in various areas
• Remuneration- Competitive compensation packages inclusive of base pay, incentives, over-time and shift differentials for certain shifts.
• Health/Life/Personal Accident and Critical Illness Insurance Coverage - a safety net, to assist with any/all of life’s mishaps
• Subsidized Meals – Onsite catered meals significantly discounted
• Mobile Phone Subsidy – Fixed amount reimbursed to Managers and select Shared Services staff
• Transportation/ Shuttle Services - Free transportation home for shifts that end after 9:00 pm and pick-ups for shifts that begin before 7am
• Reward & Recognition – Cash payout for outstanding performances each quarter
• Work and Study Program (WASP) - Affordable and accessible tertiary education – employees pay 50% of market value for tuition
• On site nurse Free on hand first aid and assistance with minor ailments
• Inter Facility/Department Sports – In house competitions across various sporting disciplines
• HGS Swag – Branded fashion and gadgets
• Annual Fun Meets – Yearly large-scale celebrations
• Team Building Fund – Monthly merit-based allocation to each team for bonding exercises
• Primary Exit Profile (PEP) awards – Special awards for children of employees who do well on their exit exams.
• Promote from Within (Ready Now) – Special academy to equip staff for each stage of growth
• Health and Wellness Program – Special programs focused on the physical and psychological health of employees
• Flexible Shifts – Scheduling that provides employees with a bit of wiggle room and promotes a healthy work/life balance
• Quarterly/Annual Leadership Meets – Periodic sessions for leadership to collaborate and plan for the future.
• Company Branded Shirts – 3 shirts per employee
• Vacation Leave Encashment – Employees are paid for unused Vacation
• Sick Leave Encashment - Employees are paid for unused Sick days not taken and perfect attendance
• Work from Home Allowance – Special allocation to offset utility expenses
• Daily Energy Plan - Robust and dynamic schedule of activities to keep employees energized both at home and in the office. Prizes and giveaways

QUALIFICATIONS:

• CSEC at least 5 subjects including English A and Mathematics
• Customer Service background desired but not required
• PC skills (Word/Excel) required
• At least 6 months Sales/Customer Service experience and at least 6 months BPO/Call Center experience
• Success starts with those who quickly learn, apply and stick to our sales process

The Successful candidate will:

ü  Embody excellent customer service

ü  Quickly and accurately identify and assess individual customer needs and take appropriate action steps to satisfy those needs

ü  Display excellent communication skills; able to translate Customer communication rapidly and effectively on live interactions.

ü  Efficiently multi-task; seamlessly manage up to three chats simultaneously without giving the impression of neglect to any Customers

ü  Solve problems systematically, using sound business judgment, and following through on commitments

ü  Respond to customers in a polite and courteous manner

ü  Project patience, empathy, caring, and sincerity in written words or voice tone, depending on channel

ü  Establish rapport via chat or phone quickly, and remain positive and upbeat

ü  Express thoughts and information clearly and succinctly

ü  Inspire confidence and positively influence the behavior, actions, and thoughts of others

ü  Communicate unpleasant or negative information in a tactful manner

Applicants must be at least 18 years of age, present a valid Government issued Photo ID, TRN, NIS, Original and Photocopy of Proof of Qualifications, Birth Certificate, 3 professional/character references (name and contact numbers). Applicants must have a clean Police Record (company-paid) and may be subject to drug screen.