Trainee Process Consultant

About HGS

HGS is a global leader in customer experience management. With over 18,000 employees in 9 countries, our mission is to enhance client competitiveness through exceptional customer experiences.

Duties & Responsibilities

The Trainee Process Consultant uses technical product knowledge and excellent customer service skills to troubleshoot issues and ensure resolution. Responsibilities include engaging customers in a conversational manner, investigating consumer concerns with active listening, multitasking while navigating systems, recommending service options, communicating tactfully with upset customers, accurately documenting cases in a CRM, and providing operational feedback.

• Engage customers and clarify their issues
• Multitask and utilize systems effectively
• Document cases accurately in the CRM
• Communicate tactfully and manage frustrated consumers
• Meet productivity and quality performance standards

Competency Requirements

Basic Competency: Consumer electronics, technical products, networking, WIFI, Windows and Mac OS, computer hardware.

Expert Competency: Customer service orientation, communication (oral and written), computer navigation, sense of urgency, passion for excellence, teamwork, work organization, product knowledge, analytical and problem solving skills.

Reporting & Education

Reports to Team Leader and/or Shift Manager. Requires a minimum of Senior High School education and at least 6 months experience in technical support or customer service. Familiarity with CRM systems is preferred.

Work Environment & Demands

This role is based in a professional office setting with a graveyard shift. Schedule flexibility is required including non-consecutive rest days, overtime, weekends, or holidays. Candidates must complete product-specific training and certification, and meet quality targets.

Equal Opportunity Employment

HGS is dedicated to diversity, inclusivity, and equity. We do not discriminate on the basis of race, ethnicity, religion, sex, national origin, age, veteran disability, or any other protected status.

Key skills/competency

Customer Service, Technical Support, CRM, Multitasking, Communication, Troubleshooting, Product Knowledge, Analytical Skills, Teamwork, Problem Solving.