Customer Service Representative

A Customer Service Representative interacts with customers and acts as a liaison between customers and companies by providing information to address inquiries regarding products and services. In addition, a customer service representative deals with, assists and helps resolve any customer complaints, orders, errors, account questions, billing, cancelations, and other queries about products and services.

• Fully monitor all live events and provide top-grade customer service via Zendesk
• Handle all subscription and video on demand queries
• Liaison with our B2B and B2C clients before, during and after events
• Identify any trending issues and use strong problem-solving skills to resolve or escalate the matter quickly and efficiently
• Validate the event set-up process
• Provide an analysis on the success of each event upon completion
• Go the extra mile
• Responsible for handling all telephone, e-mail or live chat enquiries
• Ensure any telephone messages are accurately recorded and emailed to the client as soon as possible
• Ensure all client enquiries are recorded into the system, confirming all contact details of the enquirer with 100% accuracy
• Ensure compliance with goals, which includes call answering time, enquiry to interview days, and focusing on availability within the contact center
• Dealing with all calls and enquiries politely, courteously, professionally and assertively
• Matching customer’s need to client’s products and services
• Provide well-rounded, prompt, high-quality, and professional client service at all times
• Any other task/duty as directed by client/management

• Candidate must possess at least a Bachelor’s/College Degree
• At least 1 to 2 years of work experience in the related field is required
• Experience in supporting Fox, HBO, ESPN and the like is a definite advantage
• Record of proactivity & ownership taking (independent)
• Positive personality and a can-do attitude
• Proficiency in using Microsoft Office applications
• Experience with Zendesk, an advantage
• Contribute to a harmonious working environment and build good working relationships while adhering to policies and procedures
• Demonstrate commitment in upholding core values and behavioral standards
• Excellent customer service, problem solving and analytical skills
• Ability to be flexible, adaptable and work in fast-paced environment
• Strong command of the English language, both oral and written
• Willing to work in either Makati or BGC site and on graveyard shift
• Willing to work on weekends

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.