Spanish Bilingual Customer Service Representative

HGS; United States; On-site; USD 21,000 - 34,000; Full time

Benefits offered by this job

Tuition Reimbursement

Refer-A-Friend bonuses

Employee assistance programs

Flexible Schedule Options

Career advancement in a fast-growing |

Job summary

HGS is hiring a Customer Service Representative to work in a collaborative environment, delivering exceptional support to customers. You will field inquiries, listen actively, and resolve issues with a personal touch while following guidelines and processes.

You will research answers using the knowledge base, document interactions, and strive to exceed customer expectations. A willingness to learn, strong communication, and a customer-first mindset are essential for success.

Qualifications

• 6 months of customer service experience or more.
• Ability to use a knowledge base to answer inquiries.
• Strong communication and empathy in every interaction.
• Comfortable with using multiple monitors and basic tech tools.

Responsibilities

• Handle inbound calls, outbound calls and emails to assist customers.
• Identify customer needs through active listening and empathy.
• Research answers using the knowledge base and provide timely, accurate information.
• Document customer interactions and outcomes in the system used by the company.
• Create a WOW effect with clear communication and ownership of the interaction.
• Participate in regular coaching sessions and strive to meet key performance indicators.

Skills

Communication skills

Emotional intelligence

Active listening

Problem solving

Education

High school diploma or equivalent

Tools

Android

iOS

Job description

As a Customer Service Representative, you’ll have the ability to work in a collaborative and engaging environment with one goal, make a positive impact on people’s day! We’ll train you to be an expert in your field, so you can confidently deliver an amazing customer experience. You’ll field customer inquiries, connect with customers about their experience, exercise emotional intelligence and follow guidelines to ensure every customer is taken care of, with a personal touch.

So, what does a day in life for a Customer Service Representative look like?

• Communicate with customers through inbound calls, outbound calls and email channels
• Identify customer needs through active listening, exercising emotional intelligence and asking follow up questions
• Use the provided knowledgebase to research answers to customer inquiries and respond to customers with timely, accurate information
• Document customer needs, interactions and outcomes in the appropriate tool or system
• 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 regularly meet key performance indicators

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 customer experiences. Powered by a people first philosophy and experience serving hundreds of the world’s leading brands, HGS is the perfect place to build your future!

lus, working with HGS comes with benefits like:

• Tuition Reimbursement
• Refer-A-Friend bonuses
• Employee assistance programs
• Flexible Schedule Options
• Career advancement in a fast-growing organization
• People focused environment where you’ll make lifetime connections and friendships

So what really makes a great Customer Service Representative? Think of yourself as a problem solver who will have the opportunity to make an amazing impact on people’s day! If you’re compassionate, energetic, bold and understand how one interaction can make a big difference, you’ll love this opportunity!

To be successful, you’ll need these qualities.

• You’re at least 18 years of age
• You have a High School Diploma or equivalent
• You have at least 6 months of customer service experience and you understand the value of coaching / feedback
• Demonstrate a caring, supportive and friendly nature in every interaction
• You’re computer savvy, comfortable sitting at a desk and working with multiple monitors
• You’re familiar with Android and IOS mobile applications
• You’re results oriented and comfortable providing customers with recommendations and solutions