Trainee Process Consultant

HGS Ltd.; Karnataka; On-site; INR 320,000 - 520,000; Full time

Job summary

HGS is seeking a technical support professional to troubleshoot customer issues using strong product knowledge and best-in-class service. You will engage customers conversationally, clarify questions, and guide them toward effective resolutions while maintaining service standards.

The role requires familiarity with CRM and case management, graveyard shift flexibility, and the ability to multitask, document cases accurately, and work with cross-functional teams to improve operations.

Qualifications

• Completed at least Senior High School.
• At least 6 months of experience in technical support or customer service or equivalent, familiarity with CRM and case management preferred.

Responsibilities

• Troubleshoot customer issues with technical product knowledge to reach resolution.
• Engage customers in a spontaneous, conversational manner to enhance experience.
• Investigate and clarify comments using active listening and probing skills.
• Multitask and prioritize workload while handling conversations with customers.
• Recommend available service options when necessary.
• Document customer cases accurately in the CRM.
• Report daily feedback that affects operations.
• Uphold client values and meet productivity standards.

Skills

Customer service orientation

Communication skills

Computer navigation

Sense of urgency

Passion for excellence

Working in teams

Interpersonal skills

Work organization

Product knowledge

Analytical and problem solving

Education

Senior High School

Tools

CRM software

Case management

Job description

HGS is a global leader in customer experience management. With more than 18,000 employees spread across 9 countries, our mission is to make our clients more competitive by providing exceptional experiences. Powered by a people first philosophy and experience serving over 1100 of the world’s leading brands, HGS is the perfect place to build your future!

Job Description:

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.

As an equal opportunity employer, HGS is dedicated to diversity, inclusivity and Equity. HGS does not discriminate on the basis of the race, ethnicity, religion, sex, national origin, age, veteran disability, or genetic information or any other reason prohibited by law in employment. We believe in the power of diversity to create an environment where every individual excels, and our diverse customer and colleague base is deeply understood.