Customer Service Representative - Night Shift

The Customer Support Representative role is an entry-level position, critical to supporting new customers and retaining our existing ones with superior service. You will learn to master our products, allowing you to provide our customers with a great support experience. You will work closely with other teams to provide support and customer feedback to ensure client’s customers are getting the maximum benefits of our services. We are committed to ensure that our customer service is a brand differentiator

• Resolve product or service problems by clarifying the customer's complaint; determining or replicating the cause of the problem; selecting and explaining the best solution to solve the problem; expediting solution and following up to ensure resolution
• Respond to customers’ inquiries via chat, email, phone in a clear, articulate and timely manner
• Review incoming inquiries and orders from bookstores; process bookstore orders and maintain open communication with bookstores managers to expedite orders successfully
• Maintain and grow existing accounts by providing excellent customer service to faculty, students and bookstores via chat, phone and email
• Follow communication procedures, guidelines and policies
• Identify trends in customer complaints and quickly communicate to supervisor
• Other duties as assigned

• Bachelor’s Degree from an Accredited College or University
• 1-2 years of customer service experience, software as a service support is a plus!
• Technologically savvy and comfortable learning and working in MAC environment and on multiple platforms such as Intercom, Slack, Confluence, Salesforce, Google Suite, Zoom
• Ability to easily communicate (write or speak) in English
• Demonstrated ability to work autonomously and in a virtual environment
• Ability to multitask, prioritize and manage time effectively
• Ability to work quickly and maintain a sense of urgency in closing out customer support cases
• Have a passion for providing great customer service

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.