Work@Home - English Customer Service Representative
As an HGS Customer Service Representative, you are responsible to leverage HGS provided training to provide frontline customer service that resolves inbound customer inquiries or issues. As the first point of contact, you provide answers to customers’ queries by providing accurate information and offering alternative solutions to ensure customer satisfaction and positive brandperception.
A typical day would include:
Managing incoming calls that arereceived from our clients’ customers by following an established call processflow, asking the right questions to determine the nature of query
Responding to incoming customer queries regarding billing, payments, existing and new services, promotions andoffers, upgrade or downgrade of services, payments, etc.
Promoting and educating customers onoffers and promotions, new products in the market, and the value of the service provided by the client
Aiming for first call resolution andanswer customer’s queries by walking them through our clients’ system –explaining the process to the customer and providing turn-around time
Initiate investigations and create requests, if customer’s queries cannot be addressed on the call, and determineits level of priority
Ensure that confidential informationis not requested or disclosed without the customer's consent and maintain theprivacy of customer and client information
Thisis the right job for you if you can:
Follow the provided training and call flow to create an exceptional customer experience
Enjoy working with, and helping others
Communicate with a helpful and upbeat demeanor
Multi-task i.e. work seamlessly with dual screens and multiple applications while helping customers with their inquiries
Attend to your scheduled shifts and demonstrate reliability
Enjoy being rewarded for your performance and a job well done
What’sin it for you?
$15.00 - $16.00 per hour after training (wages may vary by province)
Paid training in a state-of-the-art interactive virtual training environment
A comprehensive medical, dental vision benefits package that includes ahealth spending account
An excellent support team dedicated to helping you succeed with virtual huddles and mentoring sessions
At least 18 years of age or older
Strong English communication skills, oral and written, along with flexibility to work various shifts within our hours of operations - 7:00am to12:00am EST Monday to Sunday
Possess good working knowledge with computers and computer applications
Possess good attention to detail, adaptable and dependable
Possess individual integrity, enjoy cooperation and achievement, andhave concern for others
Ability to work independently in a virtual environment where you workremotely with coworkers and supervisors from the comfort of your home
Home Office Requirements:
HGS provides a computer, dualmonitors, and a headset for this position. We also provide a webcam that isrequired to be used for training and team meetings.
You must have a secure, quiet, distraction-free work environment withoutany conflicting responsibilities during your scheduled work time. (Conflicting responsibilities may include caring for a family member/pet)
Your home office must have a DSL, Fiber, or Cable modem that can behardwired, via an Ethernet cable, into the computer we send you. (Wifi connections are not compatible with our devices - Dial-up, Wireless, MobileHotspot, or Satellite internet service cannot be used)
Internet Bandwidth Requirements:
Minimum download speed 10 Mbps
Minimum upload speed 5 Mbps
***Application Alert *** Although acomputer is provided by HGS (if you are hired) you will need a home desktop orlaptop computer to complete the assessments and internet speed tests during the application process. This is a requirement to be considered for this position.
Our virtual doors are open so that we can interview you virtually! Please apply HERE to be considered for this role.
Please note: This position does NOT qualify for the Atlantic Immigration Pilot Program or the Provincial Nominee Program due to the Work from Home location.
"HGS Canada is committed toproviding accommodations for people with disabilities. If you require accommodation, we will work with you to meet your needs through the recruitmentprocess