Customer Experience Associate

About Us

HelloConnect

HelloConnect is a subsidiary of HelloFresh, founded to address years of challenges faced in its own customer care. Leveraging our extensive experience in developing customer care tailored to the immediate needs of HelloFresh, our solutions are hyper-focused on serving high-growth companies. Located in Manila, Philippines, we are now making this service available to other companies to benefit from our experience, scale, cost savings, and service level improvements.

Job Description

Main purpose of the job

Are you passionate about delivering exceptional customer service in a fast-paced, tech-forward environment? Were looking for a Customer Experience Associate (CEA) to join an exciting new campaign supporting a global hospitality tech client. If youve had experience in a Customer Success capacity, thats a strong plus we value proactive relationship management and strategic thinking.

As a CEA, youll be the frontline of support, helping restaurant and venue partners navigate their tools and services with confidence. You will help introduce and grow GoTabs cutting-edge technology in an exciting, fast-paced startup environment. You will help drive GoTab initiatives and support proactive communication with the Operations, Sales, and Product teams. This role offers day-to-day interaction with the client and reports directly to a Team Leader who will support your growth and success.

Responsibilities and duties

• Serve as the primary contact for GoTab restaurants and venues

• Support and provide technical troubleshooting to GoTab

  hospitality partners
• Prioritize and escalate GoTab customer issues through internal support channels
• Function as a product expert and technical communications resource for clients via chat, email and phone support
• Support the GoTab technical team, customers, and end-users as needed
• Perform other related duties as assigned within the scope of the role

Additional Responsibilities (depending on experience):

• Establish, grow, and manage relationships with new and existing customers

• Act as an advocate for GoTab in each relationship to drive adoption, retention, and participation in new features and products
• Contribute to continuous improvement efforts as relates to product usability and partner experience

Skills and preferred qualifications

• Critical: Experience in Point of Sale, Restaurant and SaaS

• Problem solver and able to work efficiently under pressure

• Desire and aptitude for learning deep technical aspects of the GoTab product

• Excellent communication skills and remote collaboration experience

• Excellent organization and time management skills

• Curious and comfortable working in an unstructured and entrepreneurial environment
• Bachelor's degree preferred OR 2+ years of relevant experience (CS)
• 2+ years of relevant experience in hospitality or service industry preferred

Job Expectations:

• Must be amenable to work night shift/ shifting schedules, weekends and holidays depending on business needs.
• Remote work, but must be amenable to work onsite in Taguig (Hybrid set-up) when needed
  

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