Customer Care Associate - Spanish Language

HGS · Assam, India

Job Description & Company Profile:

Hinduja Global Solutions (HGS) is a global company specializing in business process management (BPM) and digital customer experience (CX) solutions. HGS offers a range of services including contact center solutions, back-office processing, and integrated digital platforms. They are part of the Hinduja Group, a large multinational conglomerate. With over 20,000 employees across 34 delivery centers in 8 countries, HGS offers a spectrum of technology, digital marketing, and outsourcing solutions tailored to specific industry verticals.

Job Specifications

• Qualification: Graduate /Postgraduate
• Minimum 2-10 years of international Customer Support Representative with Spanish Language
• 5 days working and 2 days off.
• Should be ok with night shift and rotational off.
• Quick Navigation Ability, Web Savvy, Basic Troubleshooting Knowledge
• Excellent communication skills.
• Work Location : Bengaluru

Roles & Responsibilities:

Customer Support & Issue Resolution

• Handle customer inquiries via calls, emails, and/or chat, depending on assigned LOB and market.
• Resolve issues related to orders, returns, repairs, exchanges, product troubleshooting, and account concerns.
• Provide first contact resolution whenever possible and escalate complex cases per defined procedures.
• Apply soft skills to de escalate difficult interactions and turn negative experiences into positive outcomes.

Documentation & Systems Use

• Accurately document all customer interactions in client approved systems.
• Create and update cases, orders, and service tickets following client guidelines.
• Ensure correctness of data to support downstream teams (logistics, repairs, QA, analytics).

Process & Policy Adherence

• Follow client approved process flows, scripts, and escalation paths, with flexibility when customer experience requires it.
• Comply with Quality Information Security Management System (QISMS) and PCI DSS standards to protect customer and company data.

Performance & Quality

• Meet defined KPIs such as handle time, documentation accuracy, quality scores, adherence, and customer satisfaction.
• Act on coaching feedback and participate in upskilling or cross training as required.
• Maintain schedule adherence and proper use of AUX codes.

Collaboration & Team Contribution

• Work closely with team leaders, SMEs, QA, WFM, and support teams.
• Participate in huddles, updates, and program communications.
• Support ramp ups, stabilization periods, and volume spikes when needed.

Required Skills & Competencies

• Strong verbal and written communication skills
• Customer first mindset with problem solving ability
• Attention to detail and accurate documentation
• Ability to navigate multiple systems simultaneously
• Willingness to follow structured processes while applying judgment