South Africa - Customer Service Agent - French Speaking

HGS is a global provider of technology, AI, and business services that helps organizations transform with confidence. At HGS, we combine technology, AI, and human expertise to deliver Intelligent Experiences that drive growth and transformation. Our strong foundation in CX enables us to create impactful solutions across industries. Through our Realized AI approach, we deliver practical innovation with measurable outcomes. Part of the multi-billion-dollar Hinduja Group, HGS takes a “globally local” approach with 17,000+ employees across 10 countries and 23 delivery centers.”

Please note: You must be based in Cape Town, South Africa, for this on-site role, open to fluent French/English speakers only.

At HGS Cape Town, supporting the Canadian shipping client, the Customer Service Advisor role focuses on providing high quality customer support to French speaking customers regarding parcel delivery services. This is an onsite role based in Woodstock, Cape Town, within a fast-paced contact centre environment. You will support customers with delivery enquiries, tracking updates, service concerns, and general questions. Your role is to investigate each case thoroughly, communicate clearly in French, and ensure issues are resolved efficiently while maintaining a positive customer experience. Comprehensive training is provided to equip you with the product knowledge, systems expertise, and confidence required to succeed in the role.

HGS enables a Coaching Culture: HGS is dedicates to fostering a coaching culture where continuous learning and development are integral to everyday life. Our coaching culture empowers employees to achieve their full potential with support from colleagues, managers, and mentors, through feedback mentorship and diverse learning opportunities. If you are passionate about growth for both yourself and others, HGS offers the ideal platform to build your career and thrive in an environment focused on development and collaboration.

Why Choose Us

• R15,000 per month
• Night Shift allowance: R1,000 per month
• Operational Hours: Monday to Sunday, between 3pm – 6am
• Monthly Variable bonus accrual: 5%
• Medical Insurance
• Life and Disability cover: x3 annual salary
• Month end Meals
• Fully funded transport home after shift
• Meal packs during training
• Free Wifi in the Chill Area
• Pool tables, Foosball, Table tennis also provided in the chill area

What Are We Looking For

• Handle inbound customer interactions in French with professionalism and empathy
• Investigate and resolve delivery related queries accurately
• Communicate clearly with customers regarding next steps and outcomes
• Maintain detailed and accurate case notes
• Manage complaints in line with quality and service standards
• Aim for first contact resolution wherever possible
• Meet individual and team performance targets
• Adapt to changing processes and customer needs
• Work collaboratively within a supportive team environment

Requirements

• Matric qualification or relevant contact centre experience
• Fluent verbal and written French language skills
• Strong customer service and problem-solving capability
• Ability to work effectively in a fast-paced environment
• High attention to detail and accuracy
• Flexibility to work rotational shifts
• South African citizenship or valid right to work obtained directly through the Department of Home Affairs
• Confident use of CRM and customer service systems
• Ability to manage multiple systems simultaneously
• Accurate data capture and case management skills
• Strong keyboard and system navigation ability

HGS is an equal opportunity employer committed to fostering diversity, equity, and inclusion. We do not discriminate based on race, ethnicity, religion, gender, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by applicable law. We believe a diverse workforce drives innovation and helps us better understand and serve our global customers and communities.