IJP: Subject Matter Expert (Palawan)

Job Description:

Being the first point of contact for our customers

Demonstrating confidence while using all different channels (Phone, When Messaging, Chat, & Retention)

Providing general support and building engaging relationships on each and every customer call or interaction

Investigating and resolving customer complaints and feedback effectively Working collaboratively with the team to ensure business & team objectives are met

Being an expert regarding company policies, tools and systems

Maintain a clean and tidy work environment

Be on queue handling interactions proactively in line with SL requirements

Daily Duties:

• Leading by example
• Support the agents by keeping them informed on all updates Slack, Shelf, Bridge & Email, helping them feel prepared for the days ahead.
• Proactively walking the floor and ensuring all agents on the floor feel motivated and supported.
• If remote working ensure that the support channels are monitored and agents feel supported
• Assisting with Team Leader duties (general admin tasks, real - time monitoring, floor support, complaint resolution and escalations).
• Assigned admin duties from SME Task list.
• Feedback live trending issues to the Management Team.

General Duties:

• Act as a role model for new employees regarding company policies, procedures and guidelines, in line with the HelloFresh Competencies (at the end of this document)
• Participate in Customer Care events and activities such as 360 meetings, CC week etc
• Encourage others agents to participate in activities that require Senior Management and Team Lead buy in
• Assisting the Training Manager, Team Leaders, Contact Centre Manager with any required tasks with positivity.
• Educating yourself on the teams performance, individual agents performance and any areas of Improvement.
• Identifying and escalating any performance related issues to the Team Leaders or Contact Centre Manager.
• Displaying consistent high standards of customer service and work on improving agents qualities scores in order to improve customer satisfaction

Maintain an open learning climate and provide consistent constructive feedback.

Maintain the Contact Centre wallboards making sure they are always available and

logged in.

Being highly Brand focussed, and using educated judgement to maintain the

Hellofresh brand while delivering high level customer service at all times

Beexpected to take on any ad hoc projects that may be assigned to you.

1st level support for onboarding training and nesting

What to expect when your TL is off?

Managing the volumes of contact efficiently across all channels and both teams

Sydney, Manila & Palawan

Being the point of contact for the Manila & Palawan team if management is

not present. Take record of any concerns immediately with HR/TLs; lateness,

absence, performance, attitude.

Completing the Daily snapshot report, always providing a detailed summary and

handover.

Resolving any customer complaints or escalations.

Ensuring all agents on the floor feel motivated and supported.

Carry out all admin, logistics, TL tasks efficiently.

Be proactive in your own education and development, please provide suggestions and innovation in order to improve our department.

Communicate updates, overall team performance and statistics to the team on a

regular basis.

Qualifications:

• HelloFresh Customer Care Competencies / Required Skills
• Communication & Collaboration
• Problem Solving
• Business Focus & Impact
• Exemplifying HF DNA
• Basic Excel
• Knowledge of Contact Centre Metrics