Customer Support Specialist (Onboarding)

The Customer Support Representative will be in charge of liaising between the customer and app drivers primarily through inbound phone calls. This role is responsible for interacting with a diverse group of individuals coming from different parts of the world, so it is important that the Customer Service Representative is able to interact and understanding varied types of accents to reduce any language barriers.

• Navigating drivers through each stage of the onboarding process, from initial email registration right through to final approval.
• The process will involve sourcing accuracy through external resources such as ABN lookup, Rego check sites & Workpro accounts.
• Driver approval enquiries, account specific tasks set to you by Team Leader and Onboarding Manager regardless of designated City
• There will be occasions where you will be allocated a specific profile or area to investigate / approve. This is often based on demand and upcoming client launches.
• Address enquiries set by the Zendesk dashboard
• These will include all items within the Onboarding portion, as well as allocations to you specifically. They will involve calls, email and SMS follow ups.
• Address inbound chat enquiries and follow ups under the guidance of your Team Leader. 
• Conduct outbound calls to drivers offering guidance to complete their onboarding process, being clear and informative.
• Adhering to any general instructions and requests asked by the Team Leader or Manager.

• At least 1-2 years of experience in the contact centre industry providing customer support
• Must be flexible in any work schedule
• Background in dispatch support with accounts such as Lyft, Uber or any similar delivery service is preferred
• Experience working with AU, US and UK clients preferred
• Must have excellent verbal and written English communication skills
• Able to demonstrate commitment in upholding core values and behavioral standards
• Excellent customer service, problem solving and analytical skills
• Adaptable in a high-pressure, fast-paced environment

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.