IJP: Subject Matter Expert

3 weeks ago

Taguig, Philippines HelloConnect Inc. Full time

Overview

  • 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
  • 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.
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