**your impact**:as a customer service representative - product specialist, you’ll have the ability to work in a collaborative and engaging environment with one goal, helping customers helping customers maximize the value of our client’s products and services through both inbound and outbound calls. we’ll train you to be an expert in your field, so you can confidently deliver an amazing customer experience. you’ll field customer inquiries, resolve issues that may come up, identify the unique needs of each customer, match customers with products and services, exercise emotional intelligence and leave the customer with peace of mind that they have the right solution and product for their needs! so, what does a day in the life of a customer sales and service representative look like? - communicate with customers through inbound calls by following an established call flow, asking the right questions to determine the nature of the customer need - identify customer needs through active listening to solve problems, review new products and promotions and help customers navigate the value of the services provided - take a consultative approach with customers by connecting their unique needs to products and services that make their life easier - use multiple computer systems to research products, services and price points that meet the needs of the customer - document customer needs, interactions and outcomes in the appropriate tool or system - creating a “wow” factor in every interaction through exceptional communication skills, taking ownership of the interaction and speed o...
**your impact**:as a team lead - operations, you’ll have to ensure the highest level of service for our clients by coaching and developing our customer service representatives and by managing performance so that we consistently meet and exceed client expectations. so, what does a day in the life of a team leader - operations look like? - coach and develop customer service representatives to achieve team goals that support business strategies and objectives. - responsible for monitoring employee performance using approved quality processes. responsible for managing employee performance to include coaching, reward and recognition activities and merit/performance reviews. - responsible for clearly communicating client and hgs expectations on an individual and team basis. ensure production, quality levels and results to meet and exceed client expectations. - provide operational expertise in achieving business goals by effectively analyzing and acting on reported data. - develop daily and weekly action plans to address individual performance in relationship to team performance. - responsible for handling escalated and non-resolved customer calls. - participate in cross-functional activities and communications to further hgs’s success. - responsible for communicating by personal example and ongoing dialogue compliance to hgs policies and procedures, e.g., conducting oneself as a positive role model for all employees, particularly our csrs. **why choose us?** hgs is a global leader in customer experience management. with more than 21,000 employees spread across 7 cou...
**your impact**: as a quality assuarnce representative, you’ll have to promote excellent call quality, contact handling and documentation by providing an additional consistent monitoring measurement. so, what does a day in the life of a quality assurance representative look like? - remotely monitors customer service skills of all customer service representatives to ensure quality call handling, accurate coding in crs and appropriate documentation. - completes established monitoring objectives in accordance with applicable sop’s. - provides written and oral feedback to the reps on all calls monitored. - completes daily statistical reports and spreadsheets according to standard procedure. - completes quality control reports as assigned on a daily basis, makes corrections to crs when errors exist and documents the contact. - attends monthly department meetings to calibrate monitoring measurements. - notifies management immediately of serious infractions in a customer service representative’s call quality. - follows all client sop’s and applicable work related guidance documents. - responsibilities may include taking supervisory calls and escalations. **why choose us?** hgs is a global leader in customer experience management. with more than 21,000 employees spread across 7 countries, our mission is to make our clients more competitive by providing exceptional experiences. powered by a people first philosophy and experience serving over 900 of the world’s leading brands, hgs is the perfect place to build your future! plus, working with hgs comes with benefits l...
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