As a Customer Service Consultant, you will be a key member of the front-line team, supporting thousands of customers across various geographies. You will manage inbound enquiries via phone, live chat, and email, while also engaging in outbound activities to help users unlock accounts by updating payment details.
You will also play an active role in continuous improvement initiatives, contributing to knowledge base content, reviewing customer feedback, and supporting internal process optimisation - all aimed at enhancing the overall customer experience.
Responsibilities
Respond to inbound customer enquiries via phone, chat, and email.
Manage and update Help Centre content
Review and act on customer feedback
Support outbound activities to assist with payment and account unlocking
Provide exceptional customer engagement across all interactions
Collaborate with internal teams to resolve issues and enhance service delivery
Qualifications
Minimum 2 years of Business-to-Business customer service experience in the financial, SaaS, and other relate industries.
Experience handling enquiries across chat, email, and phone
Strong time management and ability to meet KPIs
Proficient in Salesforce
Basic skills in dispute resolution
Excellent written and verbal communication, with strong grammar and spellinh
Unlock Global Potential with HGS
We are HGS Offshore Staffing Solutions, a premier global partner in building offshore teams in the Philippines, with over 1,500 professionals across Metro Manila and Cebu.
Our goal is to ignite global potential by connecting exceptional talent with companies worldwide. We are committed to propelling your career forward by providing opportunities for growth, where your expertise can flourish in any field. Here, you'll have access to global industries, continuous training opportunities, and a culture where your voice always matters.
At HGS, we go beyond recruiting talented individuals, we cultivate a vibrant community. You'll be able to grow alongside your peers through professional development opportunities at your fingertips and connect with teammates during exciting company events. Our monthly huddles keep you connected with your team and colleagues. We also foster a dynamic community with our charity initiatives, reminding us that our careers can make a real difference. Whether you work remotely or side-by-side, you are always part of the team at HGS.
