Customer Service Representative

About the role

Join HCLTech Guatemala as a Customer Service Representative and work with multicultural, global teams while supporting end‑consumers across utility services. You will handle inbound inquiries, provide high‑level product support, and collaborate with subject‑matter experts to resolve issues efficiently.

Key responsibilities

• Receive inbound phone calls from end‑consumers and handle service requests.
• Provide high‑level support on products and services, resolving queries and escalated calls with assistance from SMEs or process managers.
• Re‑route specific calls to the SoCalGas team for non‑residential accounts, high‑bill investigations, emergencies or specialized expertise.
• Use logical problem‑solving and knowledge‑base resources to identify known issues and communicate resolutions.
• Follow up with customers to confirm that issues have been fully resolved.

Required profile

• Previous experience in a utility (electricity/water) customer‑service environment is preferred.
• Strong verbal and written communication skills in the local language and English (C1 level).
• Empathy, active listening and the ability to make rational decisions under pressure.
• Experience in B2C or B2B settings and comfortable collaborating with multicultural teams.

Required skills

• Proficiency with CRM systems.
• Ability to work with web‑based applications.