Position Overview

Your Impact: As a Customer Service Representative, you'll have the ability to work in a collaborative and engaging environment with one goal: making a positive impact on people's day! 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, identify the unique needs of each customer, match customers with services that meet their needs, exercise emotional intelligence, and improve the overall customer experience!

So, what does a day in the life of a Customer Service Representative look like?

- Communicate with customers through inbound calls and chats about the services available to them. This covers a wide spectrum of services such as app & online fare transactions, account information, card registrations, service disruptions, and e-ticket sales support.
- Identify customer needs through active listening to answer questions, assist with troubleshooting, and make recommendations based on the customer's needs.
- Process fares, explain charges, and help customers navigate the e-ticket app.
- Take a consultative approach with customers who are experiencing issues or have questions by owning the issue and resolution.
- Use multiple computer applications to research products, services, common problems, and solutions offered.
- Create a "WOW" factor in every interaction through exceptional communication skills, taking ownership of the interaction, and speed of service.
- Attend regular 1:1 coaching sessions with your supervisor to ensure you consistently meet key performance indicators.

Why Choose Us:

HGS is a global provider of technology, AI, and business services that helps organizations transform with confidence. We combine automation, analytics, artificial intelligence, and deep domain expertise to deliver Intelligent Experiences across the customer lifecycle, from digital customer care to back-office operations, human resources outsourcing,



and advanced contact center solutions.

Part of the multi-billion-dollar Hinduja Group, HGS takes a "globally local" approach with ~18,000 employees across 10 countries and 30 delivery centers, supporting some of the world's most recognized brands.

- $16.00 starting pay plus potential overtime opportunities
- Best-in-class medical, dental, and vision benefits
- Employee assistance programs
- Flexible schedule options
- Career advancement inside a growing organization
- People-focused environment where you'll make lifetime connections and friendships

What We Are Looking For:

So, what really makes a great Customer Service Representative? Think of yourself as a product expert and problem solver who provides a consultative approach to issue resolution. If you're compassionate, energetic, bold, and want to work in a customer-centric role with an amazing opportunity to make an impact on people's lives, you'll love this role! To be successful, you'll need these qualities:

- You're at least 18 years of age
- You have a High School Diploma or equivalent
- You have excellent verbal communication skills, which include speaking clearly, enunciating, and asking follow-up questions
- You have excellent written communication skills, which include full sentences with proper grammar and punctuation
- You can work between the hours of 6:00 AM and 10:00 PM EST, with some flexibility as business needs may change
- You have at least 6 months of customer interaction experience and understand the value of coaching/feedback




- You have at least 6 months of chat experience, including messaging applications or online chat platforms
- You have experience with social media platforms (for example, Instagram, X/Twitter, TikTok)
- You have experience writing emails
- You have experience troubleshooting issues and understand the importance of owning the resolution for the customer
- You demonstrate a caring, supportive, and friendly nature in every interaction with the utmost confidence and urgency
- You're computer savvy and comfortable sitting at a desk and working with multiple computer applications and screens
- You're results oriented and comfortable providing customers with recommendations and solutions
- You have excellent time management skills and a reliable attendance history

HGS is committed to providing an inclusive and barrier-free work environment, starting with the hiring process. If you are contacted by HGS Canada regarding a job opportunity, please advise if you have any restrictions that need to be accommodated. All information received in relation to accommodation will be kept confidential. You will be required to pass pre-employment tests and an interview. HGS may use automated tools or AI-assisted technologies to screen applications and assess qualifications. We use AI technologies as part of our recruitment process to help standardize screening, reduce potential human bias, and improve the accuracy and fairness of our assessments. All automated results are reviewed by human decision-makers. If you have questions or wish to request a human-only review of your application, please contact [email protected]. Personal information is handled in accordance with applicable privacy laws.

Job Type: Full-time

Pay: From $16.00 per hour

Benefits:

- Dental care
- Employee assistance program
- Versatile schedule
- Paid time off
- Vision care
- Work from home

Work Location: Remote

📌 Customer Service Representative (Alberta)
🏢 HGS
📍 Alberta