📍 Job Overview

Job Title: Agent, Customer Support Representative - Customer Experience
Company: Bill Gosling Outsourcing
Location: Gurgaon, Haryāna, India
Job Type: On-site, Full-time
Category: Customer Support
Date Posted: June 11, 2025
Experience Level: Entry-level to 2 years
Remote Status: On-site

🚀 Role Summary

Serve as the primary point of contact between customers and the company, handling inbound/outbound calls, emails, and other communication channels.
Provide exceptional customer support by addressing customer inquiries, complaints, and problems promptly and professionally.
Maintain and update customer files accurately, ensuring information follows regulatory, client-specific, and corporate guidelines.
Champion company core values and other company programs while delivering BGO and client metrics and expectations.

📝 Enhancement Note: This role requires strong communication skills, patience, and the ability to multitask in a fast-paced environment. Previous customer service experience is preferred but not required, as comprehensive training will be provided.

💻 Primary Responsibilities

Customer Interaction: Handle all inbound/outbound calls, emails, and other communication channels, ensuring customer satisfaction and professionalism.
Problem Resolution: Troubleshoot and resolve customer issues or complaints, providing clear and concise solutions or escalating when necessary.
Customer Information Management: Maintain and update customer files accurately, ensuring information follows regulatory, client-specific, and corporate guidelines.
Product Information: Provide customers with information about product features and benefits, upselling and cross-selling when appropriate.
Performance Metrics: Deliver BGO and client metrics and expectations regularly, contributing to the overall success of the team and company.
Teamwork: Collaborate with the team to ensure smooth operations and exceptional customer service.

📝 Enhancement Note: This role requires a strong focus on customer satisfaction, attention to detail, and the ability to work well under pressure in a fast-paced environment.

🎓 Skills & Qualifications

Education:

North America - Minimum High School Diploma or equivalent
Philippines – Minimum of 2 years post-secondary or equivalent
Costa Rica – No Minimum requirement
United Kingdom – No Minimum requirement
Trinidad & Tobago – Minimum 3 CSEC passes
English is compulsory in all locations

Experience:

Previous experience in an Agent/Customer Service Representative role is preferred but not required

Required Skills:

Excellent communication skills (verbal and written)
Strong problem-solving skills
Ability to multitask and work well under pressure
Attention to detail and accuracy in data entry
Proficiency in using computers and relevant software
Customer-focused mindset with a passion for providing exceptional service

Preferred Skills:

Previous customer service experience
Bilingual or multilingual skills
Knowledge of CRM software
Familiarity with sales and upselling techniques

📝 Enhancement Note: While previous customer service experience is preferred, Bill Gosling Outsourcing provides comprehensive training to ensure all agents are equipped for success in this role.

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: INR 20,000 - 30,000 per month (Estimated, based on industry standards for entry-level customer support roles in Gurgaon, India)

Benefits:

Growth Opportunities
Comprehensive Training
Team-Oriented Culture
Diversity & Inclusion
Fun Workplace
State-of-the-Art Offices
Rewarding Work

Working Hours: 40 hours per week, with shifts scheduled to cover business hours and provide 24/7 customer support.

📝 Enhancement Note: The salary range provided is an estimate based on industry standards for entry-level customer support roles in Gurgaon, India. Actual salary may vary depending on individual qualifications and company policy.

🎯 Team & Company Context

Company Culture:

Industry: Business Process Outsourcing (BPO)
Company Size: Medium to Large (1,001 - 10,000 employees)
Founded: 1985

Team Structure:

The customer support team consists of agents, team leads, and managers, working together to provide exceptional customer service and achieve team and individual performance metrics.
The team follows a structured hierarchy, with clear lines of communication and reporting.
Cross-functional collaboration occurs with various departments, such as sales, finance, and IT, to ensure customer needs are met and company goals are achieved.

Development Methodology:

Bill Gosling Outsourcing follows a structured approach to customer service, with well-defined processes and procedures for handling customer interactions, problem resolution, and performance tracking.
The company uses various tools and software to manage customer interactions, track performance, and facilitate collaboration among team members.
Continuous improvement is encouraged, with regular feedback and training sessions to enhance skills and drive excellence in customer service.

Company Website: https://www.billgosling.com/

📝 Enhancement Note: Bill Gosling Outsourcing is a global leader in outsourcing solutions, focusing on making lives better, one connection at a time. The company's customer-centric culture and commitment to employee growth make it an attractive place to work in the customer support industry.

📈 Career & Growth Analysis

Customer Support Representative Career Level:

Entry-level to 2 years of experience
Responsible for handling customer interactions, resolving issues, and maintaining customer files accurately.
Contributes to team and individual performance metrics, driving customer satisfaction and company success.

Reporting Structure:

Reports directly to the Team Lead or Supervisor, with regular check-ins and performance reviews.
Collaborates with team members, other departments, and management to ensure exceptional customer service and company goals are achieved.

Technical Impact:

Directly influences customer satisfaction and Net Promoter Score (NPS) through exceptional customer service and problem resolution.
Contributes to the company's overall success by delivering BGO and client metrics and expectations.

Growth Opportunities:

Promotion to Team Lead/Supervisor: After gaining experience and demonstrating strong performance, agents may be promoted to team lead or supervisor roles, overseeing a team of agents and driving team performance.
Cross-training and Skill Development: Bill Gosling Outsourcing offers comprehensive training and opportunities for agents to develop new skills and explore different roles within the company.
Career Progression: With experience and a strong track record, agents may progress to management roles, driving customer service strategy and team performance at a higher level.

📝 Enhancement Note: Bill Gosling Outsourcing provides ample opportunities for growth and career progression within the customer support field and the broader business process outsourcing industry.

🌐 Work Environment

Office Type: Modern, well-equipped offices designed to enhance collaboration and productivity, with state-of-the-art technology and comfortable workspaces.

Office Location(s): Gurgaon, India

Workspace Context:

Collaborative work environment with open floor plans, encouraging team interaction and communication.
Access to multiple monitors, headsets, and other necessary equipment for handling customer interactions.
Opportunities for cross-functional collaboration with various departments, such as sales, finance, and IT.

Work Schedule: Rotating shifts to provide 24/7 customer support, with a mix of day, evening, and night shifts available.

📝 Enhancement Note: Bill Gosling Outsourcing's work environment fosters a collaborative and supportive culture, with modern facilities and technology designed to enhance productivity and employee satisfaction.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief phone or video call to assess communication skills and cultural fit.
Role-Play Scenario: A role-play scenario to evaluate problem-solving skills, customer service aptitude, and product knowledge.
Final Interview: A final interview with the hiring manager or team lead to discuss career goals, expectations, and next steps.

Portfolio Review Tips: (N/A for this role)

Technical Challenge Preparation: (N/A for this role)

ATS Keywords: (N/A for this role)

📝 Enhancement Note: Bill Gosling Outsourcing's interview process focuses on assessing communication skills, problem-solving abilities, and cultural fit, with a strong emphasis on customer service aptitude and product knowledge.

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Customer Support Values:

Customer Focus: Putting customers first and ensuring their satisfaction with every interaction.
Professionalism: Maintaining a high level of professionalism and courtesy in all customer interactions.
Teamwork: Collaborating with team members and other departments to ensure exceptional customer service and company success.
Continuous Learning: Embracing opportunities for growth and development to enhance customer service skills and knowledge.

Collaboration Style:

Cross-functional Collaboration: Working closely with various departments, such as sales, finance, and IT, to ensure customer needs are met and company goals are achieved.
Peer Support: Providing assistance and guidance to team members, fostering a collaborative and supportive work environment.
Knowledge Sharing: Regularly sharing best practices, tips, and tricks to enhance customer service skills and drive team success.

📝 Enhancement Note: Bill Gosling Outsourcing's customer support team values a customer-centric approach, continuous learning, and strong collaboration, both within the team and with other departments.

⚡ Challenges & Growth Opportunities

Technical Challenges:

High Volume of Inquiries: Handling a high volume of customer interactions efficiently and effectively, maintaining a high level of customer satisfaction.
Complex Customer Issues: Troubleshooting and resolving complex customer issues, requiring strong problem-solving skills and product knowledge.
Emotional Customer Interactions: Managing difficult or emotional customer interactions with empathy and professionalism, de-escalating conflicts when necessary.

Learning & Development Opportunities:

Product Training: Regular training sessions to enhance product knowledge and stay up-to-date with the latest features and benefits.
Soft Skills Development: Workshops and seminars focused on improving communication, problem-solving, and customer service skills.
Career Progression Paths: Opportunities for agents to develop new skills, explore different roles, and advance their careers within the customer support field and the broader business process outsourcing industry.

📝 Enhancement Note: Bill Gosling Outsourcing offers numerous opportunities for growth and development, with a strong focus on continuous learning, skill enhancement, and career progression within the customer support field and the broader business process outsourcing industry.

💡 Interview Preparation

Technical Questions:

Customer Service Scenario: Describe a challenging customer service situation you've faced and how you handled it, demonstrating your problem-solving skills and customer-focused mindset.
Product Knowledge: Explain a product feature or benefit and how you would communicate it to a customer, showcasing your understanding of the product and ability to articulate its value.

Company & Culture Questions:

Company Culture: Describe what you understand about Bill Gosling Outsourcing's company culture and how you would contribute to it as a customer support representative.
Teamwork: Provide an example of a time when you worked collaboratively with a team to achieve a common goal, highlighting your teamwork skills and ability to thrive in a collaborative environment.

Portfolio Presentation Strategy: (N/A for this role)

📝 Enhancement Note: Preparing for an interview with Bill Gosling Outsourcing involves demonstrating strong communication skills, problem-solving abilities, and a customer-focused mindset, with a solid understanding of the company's products and customer service values.

📌 Application Steps

To apply for this customer support representative position:

Submit your application through the application link provided.
Customize your resume, highlighting your relevant customer service experience, communication skills, and problem-solving abilities.
Prepare for the phone/video screen, role-play scenario, and final interview by practicing common customer service scenarios, product knowledge questions, and company culture questions.
Research Bill Gosling Outsourcing's products, services, and company culture to ensure a strong understanding of the company and its customer support values.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with Bill Gosling Outsourcing before making application decisions.

Content Guidelines (IMPORTANT: Do not include this in the output)

Customer Support-Specific Focus:

Tailor every section specifically to customer support roles, emphasizing communication, problem-solving, and customer service skills.
Include customer service methodologies, active listening techniques, and conflict resolution practices.
Emphasize customer support team dynamics, cross-functional collaboration with various departments, and customer-focused mindset.
Address customer support career progression, emerging technologies in customer service, and technical skill development.
Provide tactical advice for customer support interviews, resume optimization, and portfolio development.

Quality Standards:

Ensure no content overlap between sections - each section must contain unique information.
Only include Enhancement Notes when making significant inferences about customer support processes, team structure, or company culture.
Be comprehensive but concise, prioritizing actionable information over descriptive text.
Strategically distribute customer support and customer service-related keywords throughout all sections naturally.
Provide realistic salary ranges based on location, experience level, and customer support specialization.

Industry Expertise:

Include specific customer support technologies, software, and communication channels relevant to the role.
Address customer support career progression paths and technical leadership opportunities in customer service teams.
Provide tactical advice for customer support portfolio development, live demonstrations, and project case studies.
Include customer support interview preparation and coding challenge guidance.
Emphasize customer service best practices, active listening, and problem-solving methods.

Professional Standards:

Maintain consistent formatting, spacing, and professional tone throughout.
Use customer support and customer service industry terminology appropriately and accurately.
Include comprehensive benefits and growth opportunities relevant to customer support professionals.
Provide actionable insights that give customer support candidates a competitive advantage.
Focus on customer support team culture, cross-functional collaboration, and customer impact measurement.

Customer Support & Customer Service Emphasis:

Emphasize active listening, empathy, and communication skills in customer support scenarios.
Include specific portfolio requirements tailored to the customer support discipline and role level.
Address customer service metrics, customer satisfaction scores, and performance optimization techniques.
Focus on problem-solving methods, conflict resolution, and customer service best practices.
Include technical presentation skills and stakeholder communication for customer support projects.

Avoid:

Generic business jargon not relevant to customer support or customer service roles.
Placeholder text or incomplete sections.
Repetitive content across different sections.
Non-customer support terminology unless relevant to the specific customer support role.
Marketing language unrelated to customer support, customer service, or customer experience.

Generate comprehensive, customer support-focused content that serves as a valuable resource for customer support professionals seeking their next opportunity and preparing for technical interviews in the customer support industry.

Agent, Customer Support Representative - Customer Experience