Subject Matter Expert DACH (IJP)

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.

HelloFresh

HelloFresh is a global leader in delivering delicious meal kits and grocery boxes straight to customers' doorsteps. We are dedicated to providing high-quality, convenient, and sustainable meal solutions that inspire people to cook and eat healthy at home. Our commitment to innovation and customer satisfaction drives our ongoing success.


Job Description

• Being the first point of contact for our customers
• Demonstrating confidence while using all different channels (Email & Chat)
• Providing general support and building engaging relationships on 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

Responsibilities and Duties

• Leading by example
• Show a comprehensive knowledge of products and services and their competitive advantages through continuous self-improvement and following quality standards.
• Support the agents by keeping them informed on all updates via Slack & Email, helping them feel prepared for the days ahead.
• Assist the TLs in conducting team meetings and huddles.
• 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 the SME Task list.
• Feedback on live trending issues to the Management Team.
• Act as a role model for new employees regarding company policies, procedures, and guidelines, in line with the HelloConnect Competencies (at the end of this document).
• Participate in Customer Care events and activities such as 360 meetings, CC week, etc.
  Encourage other agents to participate in activities that require Senior Management and TL buy in
• Assisting the Training Manager, Team Leaders, Contact Centre Manager with any required tasks with positivity.
• Educating yourself on the team's performance, individual agents' performance, and any areas for improvement.
• Identifying and escalating any performance-related issues to the Team Leaders or Contact Centre Manager.
• Displaying consistently high standards of customer service and working on improving agents' quality scores in order to improve customer satisfaction.
• Maintain an open learning climate and provide consistent constructive feedback.
• Being highly Brand focused, and using educated judgment to maintain the brand while delivering high-level customer service at all times
• Be expected 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 volume of contacts efficiently across all channels
• Being the point of contact for the team, if management is not present.
• Take a record of any concerns immediately with HR/TLs; lateness, absence, performance, and 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, and TL tasks efficiently.
• Communicate directly with the clients as needed (Slack / Email)
• Be proactive in your education and development, please provide suggestions and innovation to improve our department.
• Communicate updates, overall team performance and statistics to the team regularly.

Qualifications

• 1 year tenure required
• SME experience from previous center preferred but not required
• No open or pending HR cases
• Letter of intent