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Open nowFirst seen 2 days ago

IJP: Second Line Support (2LS)ANZ

HelloConnect Inc.21 open roles

Where
Taguig, Metro Manila, Philippines
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Your applicationOpen nowIJP: Second Line Support (2LS)ANZHelloConnect Inc. · Taguig, Metro Manila, Philippines

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on HelloConnect Inc.'s own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

11.8% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.1%1 day
  2. 4.4%3 days
  3. 11.8%7 days
  4. 18.6%14 days
  5. 35.6%30 days
  6. 45.1%60 days
This job: first seen 2 days ago

The posting

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 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
  • As a specialist in our team, 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.
  • Manage product reviews across Google, Facebook, TrustPilot and other relevant review sites.
  • 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 platforms (Purecloud, Sentinel, Message Media, CC Admin Tool)
  • 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
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  1. A CV for this posting

    Written against HelloConnect Inc.'s own wording, from every piece of relevant proof in your profile.

  2. 25 readers review it

    Recruiter, hiring manager, skeptic and more read every draft, round after round. You get the best round.

    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on HelloConnect Inc.'s form

    Our application engine gets through the hardest forms there are. Where a question needs you, AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

    HelloConnect Inc.'s answer lands in your private mailbox, and we classify it on arrival: interview, question, rejection.

    The CV Rocket inbox: each employer reply classified as an interview, an action or a rejection.

  5. Reply with AI

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  6. The interview in your calendar

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    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
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