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.
Responsibilities
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.
Qualifications
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.
Unlock Global Potential with HGS
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.