Job Description & Company Profile:

Hinduja Global Solutions (HGS) is a global company specializing in business process management (BPM) and digital customer experience (CX) solutions. HGS offers a range of services including contact center solutions, back-office processing, and integrated digital platforms. They are part of the Hinduja Group, a large multinational conglomerate. With over 20,000 employees across 34 delivery centers in 8 countries, HGS offers a spectrum of technology, digital marketing, and outsourcing solutions tailored to specific industry verticals.

Job Specifications

Qualification: Graduate /Postgraduate
Minimum 2-10 years of international Customer Support Representative with Spanish Language
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.
Work Location : Bengaluru

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

Customer Care Associate - Spanish Language