IJP: Second Line Support

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

You will be the second point of contact for our customers by taking Inbound & Outbound calls in line with business needs, sharing our passion for delivering exceptional customer experiences at all opportunities.

Responsibilities:

• Your role requires you to be an admin specialist; you will work in a fast-paced environment and must be
  adaptable to take on any new admin tasks that come into Customer Care. You may at times be required to
  support the HelloConnect Ops and local markets onshore team with any admin, projects or additional
  workload, such as escalations.
• With a high accuracy level, you will be required to report and document to improve the loop to
  the responsible departments to ensure we can keep improving our service.
• You will often take on new processes, outbound campaigns or social topics that support our
  customer-centric goal; these may be tests or continued changes.
• Adhere to your assigned daily task list, which includes but is not limited to; Social Media Review
  platforms/Logistics/Payment follow up/Quality Assurance Calls/Bulk Tracking of Hotwires
• Ensure tasks are completed by each deadline set by your Team Leader or Management
• You will be second-level support for our customers who could not find a solution with our
  first-level support team. Escalations will be highlighted to the business when they are potentially
  brand-damaging to ensure special care is taken.
• Provide our customers with product knowledge, and educate them on new products and app features to ensure they get the best out of their subscription. Be an investigator; ensure you are across the customer journey when resolving customer complaints and feedback.
• You are the best in class for customer support. You will keep up to date with all product and
  system knowledge and continue to specialize your skills as a customer support professional. Demonstrating confidence while using all existing channels and internal platforms.
• Be proactive, we expect you to be aware of the team's performance. Using the wallboards as your guide
  to offer support at 1st level when needed. In times of crisis or when your team has downtime, you will
  support our first-level offshore team by joining live channel queues to ensure our customers receive
  support promptly. This will support your need to stay up to date with product knowledge.
• Checking all communication channels such as Gmail, Slack etc on a daily basis to ensure you have understood all the relevant communication to perform in your role. You will be expected to track the completion of your tasks

KPIs responsible for

• SL adherence for social review platforms; 24-96 hours depending on star rating
• Brand representation on social platforms
• Adherence to task list
• 100% Data accuracy with Bulk Uploads
• Achieving 1st level customer care KPIs when on queue
• Values

Why work for us?

At HelloConnect, you'll join an organization that values innovation and leverages cutting-edge technology to transform customer experiences. With a collaborative culture, continuous learning opportunities, and a customer-centric focus, you'll contribute to impactful projects that drive business success. Upholding ethical standards and promoting diversity and inclusion, HelloConnect fosters a positive work environment. Your well-being is prioritized through comprehensive benefits and perks. Join us to shape the future of digital experiences and make a difference in the lives of our clients and their customers.