HGS Launches Global Customer Experience Hub in Colombia

Hinduja Global Solutions (HGS) (listed in BSE & NSE), a digital-led CX transformation leader for the world’s most admired brands, today announced the opening of a new multilingual customer experience (CX) hub in Colombia to support customers with English, Spanish, and Portuguese CX requirements. Located in Barranquilla on the northern coast of the country, the new modern contact centre location opens several permanent leadership and frontline positions to help support customers through the holiday season and beyond.

HGS expects to hire over 150 employees locally across voice and non-voice multilingual service roles as well as corporate support functions by January 2023, and ramp up going forward. The HGS Colombia CX hub will support clients in the logistics and consumer industries and add other clients subsequently.

“Colombia has been growing steadily as an attractive nearshore destination for CX services, and we are delighted to establish presence here. Our industry demands skills, innovation, and agility, attributes that define the highly educated talent available in this region. We believe the new hub in Barranquilla will act as a catalyst to significantly scale our CX capabilities for our expanding multilingual client base globally,” said Partha DeSarkar, Group Chief Executive Officer of Hinduja Global Solutions.

HGS has been in-market in Colombia for eight years, providing multilingual customer, product, and technical support for clients in verticals including telecom, healthcare, banking and finance, energy, and retail. Colombia, the third-largest country in Latin America, is known for accent-neutral and articulate Spanish speakers, with three universities ranked in the top 500 in the world, and a strong telecommunications infrastructure throughout the country.

By aligning marketing, IT, and customer experience teams, HGS addresses some of today’s biggest business challenges to competitiveness and growth — labor, productivity, and technology — across industries. HGS works to enhance every step of the consumer journey and increase customer lifetime value (CLV). To improve productivity and satisfaction, HGS combines high quality talent with a full range of customizable and ready-made AI, automation, and analytics (triple-A) technologies. This balance of technology and people enables HGS to innovate, optimize, and grow clients’ businesses.

Applicants for Customer Service Representative (CSR) professional roles will need a minimum high school diploma (or GED or equivalent) and 1-2 years of experience serving in a technical support capacity in customer service. Additional requirements for all open positions, including those in leadership and operations, are detailed individually in the job listings.

“Expanding our geographical footprint into South America is an exciting new endeavor for HGS, as well as a fantastic opportunity for both new and current clients, particularly for North American businesses desiring a nearshore option,” said Avesh Jha, Sr. Vice President – OD & Head HGS Colombia. “For candidates, HGS offers them a fantastic opportunity to work on digital-led customer experience programs for some of the leading global brands along with competitive employment benefits.”