Customer Support Specialist

A Customer Service Representative interacts with the Client’s drivers & users, acting as a liaison
between those drivers and users by providing information to address inquiries regarding products
and services. This representative will assist and help resolve user / driver issues & complaints,
updates, delivery discrepancies, errors, delays or cancellations, and other queries about products
and services.

In addition, a HYPERCARE Customer Service Representative, is responsible for all facets of the
delivery process, looking after the Client’s VIP grade Users customer service. This includes and is not
limited to;

Dispatch - Before the delivery is assigned to a driver. The team member will be responsible for
matching the deliveries to available drivers within the area. Whether for jobs that are ready now for
pick up or future jobs that will be available later on in the day.
Tracking - After the delivery is assigned to a driver and is in transit. The team member will be
responsible for reaching out to the driver for timely collection and delivery of the order as stated on
the delivery details.

Channel Support - Both before and after assignment. The team member will need to be ready to
reach out or liaise with both driver and client for timely updates relating to the delivery. This will
mean call outs, SMS and email as the main medium of communication.

Resolution Specialist - The team member will be the main point of contact for any complaints or
issue that would arise during the span of an order of a Hypercare client. And ensure a timely solution
to the matter. They are to also report persistent problems to their colleague, manager or escalate
up the hierarchy depending on the severity of the situation.

• Responsible for handling all telephone, e-mail or live chat enquiries
• Communicating updates and status to the wider team using the appropriate channels
• Completing relevant reports timely and accurately
• Ensure compliance of all assigned goals / SLA’s, including talk / chat and assigned tickets
• Dealing with all calls and enquiries politely, courteously, professionally and assertively
• Matching user / business needs 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
• Responsible for investigation of complaints, disputes and claims forwarded by the client, up
  to resolution.

• Min 2 years of work experience in the related field is required
• Proficiency in using Microsoft Office applications
• Contribute to a harmonious working environment and build good working relationships
  while Adhering to policies and procedures
• Demonstrate commitment in upholding core values and behavioural 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
• Has high attention to detail, analytical, and excellent problem-solving skills
• Has excellent written and verbal communication skills
• Must be capable of taking responsibility and accountability, and must be robust in terms of direction, especially when the team is stressed
• Must be able to fit in with the existing culture of the team
• Candidates must be willing to work in BGC, Taguig.

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.