Job Description Job Description & Company Profile:
n 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.
n Job Specifications
n n Qualification: Graduate /Postgraduate
n Minimum 2-10 years of international Customer Support Representative with Spanish Language
n 5 days working and 2 days off.
n Should be ok with night shift and rotational off.
n Quick Navigation Ability, Web Savvy, Basic Troubleshooting Knowledge
n Excellent communication skills.
n Work Location : Bengaluru
n n Roles & Responsibilities:
n Customer Support & Issue Resolution
n n Handle customer inquiries via calls, emails, and/or chat, depending on assigned LOB and market.
n Resolve issues related to orders, returns, repairs, exchanges, product troubleshooting, and account concerns.
n Provide first‐contact resolution whenever possible and escalate complex cases per defined procedures.
n Apply soft skills to de‐escalate difficult interactions and turn negative experiences into positive outcomes.
n n Documentation & Systems Use




n n Accurately document all customer interactions in client‐approved systems.
n Create and update cases, orders, and service tickets following client guidelines.
n Ensure correctness of data to support downstream teams (logistics, repairs, QA, analytics).
n n Process & Policy Adherence
n n Follow client ‐approved process flows, scripts, and escalation paths, with flexibility when customer experience requires it.
n Comply with Quality Information Security Management System (QISMS) and PCI‐DSS standards to protect customer and company data.
n n Performance & Quality
n n Meet defined KPIs such as handle time, documentation accuracy, quality scores, adherence, and customer satisfaction.
n Act on coaching feedback and participate in upskilling or cross‐training as required.
n Maintain schedule adherence and proper use of AUX codes.
n n Collaboration & Team Contribution
n n Work closely with team leaders, SMEs, QA, WFM, and support teams.
n Participate in huddles, updates, and program communications.
n Support ramp‐ups, stabilization periods, and volume spikes when needed.
n n Required Skills & Competencies
n n Robust verbal and written communication skills
n Customer‐first mindset with problem‐solving ability
n Attention to detail and accurate documentation
n Ability to navigate multiple systems simultaneously
n Willingness to follow structured processes while applying judgment
n

📌 Customer Care Associate - Spanish Language (Bengaluru)
🏢 HGS
📍 Bengaluru