Note: The job is a remote job and is open to candidates in USA. HGS is a global leader in customer experience management, dedicated to providing exceptional experiences for clients. They are seeking a Customer Relations Associate to deliver outstanding customer service, handle billing inquiries, and resolve customer issues effectively.
Responsibilities
- Communicate with customers through inbound calls and field queries on billing, payments, existing and new services, promotional offers and upgrade / downgrade of services
- Identify customer needs through active listening to answer questions, assist with troubleshooting or make product recommendations based on the customers need
- Take a consultative approach with customers who are experiencing problems with their service by owning the issue and resolution
- Use multiple computer systems to research products, services, common problems and solutions offered
- 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 sessions with your supervisor to ensure you meet key performance indicators
Skills
- You're at least 18 years of age
- You must be physically living in and able to work in Canada
- You can work between the hours of [7 AM and 12 AM EST], but have flexibility as business needs may change
- You have at least 6 months of customer service experience and you understand the value of coaching / feedback
- You have experience troubleshooting issues and understand the importance of owning the resolution for the customer
- Demonstrate a caring, supportive, and friendly nature in every interaction with the upmost confidence and urgency
- You're computer savvy, comfortable sitting at a desk and working with multiple monitors
- You're results oriented and comfortable providing customers with recommendations and solutions
- You have excellent English communication skills, both oral and written
- You're comfortable working from home and have a suitable space with a hard-wired internet connection
Benefits
- Best in class medical, dental, vision benefits (if applicable)
- Refer-A-Friend
- Employee assistance programs
- Flexible Schedule Options
- Career advancement in a fast growing organization
- People focused environment where you’ll make lifetime connections and friendships
Company Overview
- HGS is a global provider of technology, AI, and business services, helping organizations transform with confidence. It was founded in 2000, and is headquartered in Bangalore, Karnataka, IND, with a workforce of 10001+ employees. Its website is https://hgs.cx/.