Customer Care Representative - Waterloo HGS; Elora

Overview

HGS is looking for enthusiastic customer service representatives to service our client's support needs during World Cup 2026. If you re a football fan or just looking for a great summer job, we would love to meet you. Full and Part-Time positions are available.

• Communicate with customers through inbound calls and chat and field queries.
• Identify customer needs through active listening to answer questions, assist with troubleshooting or make product recommendations based on the customer s needs.
• Take a consultative approach with customers who are experiencing problems by owning the issue and resolution.
• Use multiple computer systems to research products, services, common problems and solutions offered.
• Document customer needs, interactions and outcomes in the appropriate tool or system, including additional request creation if issues cannot be resolved in real time.
• Create a "WOW" factor in every interaction through exceptional communication skills, taking ownership of the interaction and speed of service.
• Participate in regular 1:1 coaching sessions with your supervisor to ensure you meet key performance indicators.

HGS is a global leader in customer experience management. With more than 18,000 employees spread across 9 countries, our mission is to make our clients more competitive by providing exceptional experiences. Powered by a people-first philosophy and experience serving over 1100 of the world s leading brands, HGS is the perfect place to build your future.

• $17.60 hourly and overtime opportunities
• Best in class medical, dental, vision benefits (if applicable)
• Refer-A-Friend
• Employee assistance programs
• Flexible Schedule Options
• Career advancement in a fast growing organization
• People-focused setting where you ll make lifetime connections and friendships

What really makes a great Customer Care Representative? Think of yourself as a product expert and problem solver that provides a consultative approach to issue resolution. If you re compassionate, empathetic, 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 opportunity!

• You re at least 18 years of age.
• You must be physically living in and able to work in the Waterloo, Ontario office.
• You can work between 6 AM and 10 PM EST, but have flexibility as business needs may change.
• Demonstrate a caring, supportive, and friendly nature in every interaction with the utmost confidence and urgency.
• You re computer savvy, comfortable sitting at a desk and working with multiple monitors.
• You re results-oriented and comfortable providing customers with recommendations and solutions.
• You have excellent English communication skills, both oral and written.
• You re comfortable working from home and have a suitable space with a hard-wired internet connection.

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 human-only review of your application, please contact us.

Personal information is handled in accordance with applicable privacy laws.