Customer Care Associate - Spanish Language

Job Description

Job Description & Company Profile:

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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.

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Job Specifications

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

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Customer Support & Issue Resolution

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

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

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

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

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

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