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 worlds leading brands, HGS is the perfect place to build your future! IT Desktop engineer 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,
Position Summary We are looking for a detail-oriented and customer-focused Credit Card Chat Support associate The role involves assisting customers with queries related to credit card applications, usage, billing, payments, disputes, and rewards-exclusively through live chat platforms The ideal candidate should have strong written communication skills, a good understanding of Credit card operations, and the ability to handle multiple conversations simultaneously You will be responsible for delivering prompt, accurate, and high-quality responses while ensuring customer satisfaction and maintaining compliance with policies, Job Description Designation: Process Consultant Qualification: Graduate Minimum 2 years of international customer service experience supporting chat or mobile messaging channels, Excellent communication skills, Night shift & Rotational weekly off Typing speed of at least 50 WPM with 90% accuracy Quick Navigation Ability, Web Savvy, Basic Troubleshooting Knowledge Multitasking: Ability to Toggle Between Screens/Tools 5 days working and 2 days off, Salary: Up to 5 LPA Work Location: DLF Cyber city, Gachibowli, Hyderabad 2-way cab facility will be provided, Roles & Responsibilities Deliver world-class customer service, while responding to Customer inquiries and concerns via multiple channels (web chat, mobile messaging, ) Build meaningful relationships with our customers through a consultative approach, understanding their current and future needs, providing first contact resolution, and negotiating a positive outcome for the customer, Enhance our customers' experience by identifying opportunities to offer products based on cardmembers' needs, Meet and exceed quality goals, compliance regulations, and productivity targets, Navigate computer systems and applications to service our customers and enable them to get the most from our online and mobile platforms, Document necessary information, such as payment details, customers' change of details, change of address, and travel notifications, Process Consultant
Duties & Responsibilities Uses his/her excellent technical product knowledge and experience and best customer service skills to efficiently and effectively troubleshoot the customers 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 clients 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,