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 18,000+ employees across 10 countries and 30 delivery centers.

Duties & Responsibilities

Uses his/her excellent technical product knowledge and experience and best customer service skills to efficiently and effectively troubleshoot the customer's issue towards absolute resolution.
Engages the customer in a spontaneous and conversational manner in a way that makes the customer experience good and enriching
Investigates and clarifies consumer comments, questions, and concerns using active listening and probing skills
Knows how to effectively multitask and prioritize workload. Can effectively go thru the systems and process while carrying on a conversation with the customer
Recommend available service options when necessary.
Use tact and judgment in communicating with, in particularly, angry and/or frustrated consumers
Accurately document customer cases and pertinent details in internal CRM
Reports feedback that affects the course of Operations in a day to day basis
Upholds and promotes client's core values
Meets productivity standards

Competency Requirements

With Basic Competency Level in ff.:

Common consumer electronics, technical products, networking and WIFI
Windows and Mac operating systems
Computer hardware

With Expert Competency Level In Ff.

Customer service orientation
Communication skills (oral and written)
Computer navigation
Sense of urgency
Passion for excellence
Working in teams / Interpersonal skills
Work organization
Product knowledge
Analytical and Problem solving skills

Reports To

Team Leader and/ or

Shift Manager

Education And/or Experience

Completed at least Senior High School.

At least 6 months of experience in technical support or customer service role or equivalent, familiarity with CRM and case management are preferred.

Work Environment

The work environment is professional office workplace.

Physical Demands

Requires graveyard work

Schedule and shift flexibility. May require non-consecutive rest days for the work week,

overtime, weekend, or holiday work depending on business needs

Work Demands

Must complete and pass Product Specific Training and clear certification. Must meet or exceed quality target. Failure to achieve and sustain quality performance at or above the quality target may result in termination

Able to establish, implement and continuously improve the quality information security policies assigned to him/her.

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.

Trainee Process Consultant