IJP: Subject Matter Expert

About the job IJP: Subject Matter Expert (US) About Us

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 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 (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. 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 focused, and using educated judgement to maintain the HelloFresh 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 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

• Problem Solving
• Business Focus & Impact
• Exemplifying HF DNA
• Basic Excel
• Knowledge of Contact Centre Metrics

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.

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