IJP: 2nd Line Support

1 day ago

Puerto Princesa City, Mimaropa, Philippines Helloconnect Inc Full time $20,000 - $30,000 per year
About the job IJP: 2nd Line Support - Agent (Palawan)

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

  • IJP: 2LS Team Leader

    24 hours ago

    Puerto Princesa City, Mimaropa, Philippines HelloConnect Inc. Full time $40,000 - $60,000 per year

    Job Description: As a Team Leader, you will oversee the daily operations and performance of your designated team, ensuring Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are consistently met working hand in hand with the rest of the second line team leaders. Your role includes identifying areas for improvement, providing actionable...

  • Kitchen Team Leader

    1 day ago

    Puerto Princesa City, Mimaropa, Philippines Daluyon Beach and Mountain Resort Full time ₱900,000 - ₱1,200,000 per year

    Supervise and support the daily breakfast operations of the kitchen, ensuring food is prepped, cooked, and served to the highest standardLead and motivate a team of line cooks, prep staff, and dish crew—promoting a positive, respectful, and efficient work environmentMonitor food quality, portion control, and presentationOversee kitchen cleanliness,...

  • 2nd Officer

    1 day ago

    Makati City, National Capital Region, Philippines CROSSWORLD MARINE SERVICES INC. Full time $3,500 per year

    2nd Officer (Ultramax)CROSSWORLD MARINE SERVICES INC.POEA-002-SB R-MLCVessel Type: Bulk Carrier - TBATrade Route: Worldwide - EUROPE1 VacanciesJob InformationJob DescriptionA 2nd Officer, also known as a Second Mate, is a licensed watchkeeping officer responsible for navigation, safety, and security on a ship. They play a crucial role in ensuring the safe...

  • 2nd Engineer

    24 hours ago

    Makati City, National Capital Region, Philippines CROSSWORLD MARINE SERVICES INC. Full time $110,000 per year

    2nd Engineer (Panamax)CROSSWORLD MARINE SERVICES INC.POEA-002-SB R-MLCVessel Type: Bulk Carrier - CAPETAN ANDREASTrade Route: Worldwide1 VacanciesJob InformationJob DescriptionWorking under the Chief Engineer to ensure the safe and efficient operation of all machinery and equipment. Their responsibilities include assisting the Chief Engineer, supervising the...

  • 2nd Engineer _bulk Vessel

    1 day ago

    Makati City, National Capital Region, Philippines SCANMAR MARITIME SERVICES, INC. Full time ₱45,000 - ₱60,000 per year

    2nd Engineer _bulk VesselSCANMAR MARITIME SERVICES, INC.POEA-041-SB R-MLC-TPVessel Type: Bulk CarrierTrade Route: Worldwide - ww2 VacanciesJob InformationJob Description_2ND ENGINEER_interested applicant, please send COMPLETE details of CVSkills and Qualifications:_experience 2ND ENGINEER on board  BULK Vessel is required... w/ valid and on hand SEAFARERS...

  • Line Cook

    24 hours ago

    Quezon City, National Capital Region, Philippines Panciteria Lido Chinese Corp. Full time ₱182,400 - ₱273,000 per year

    JOIN THE LEGENDSLIDO is looking for a LINE COOK/KITCHEN COOK.Area of Assignment:LIDO Mindanao ave, Quezon City BranchBasic Requirements:At least 2nd year college level or vocational Culinary/Hospitality related courseAt least 1 year of work experience in a related field is idealKnowledge in kitchen process is an advantageMust know how to use #18 wok**...

  • Line Cook

    24 hours ago

    Quezon City, National Capital Region, Philippines Panciteria Lido Chinese Corp. Full time ₱104,000 - ₱130,878 per year

    JOIN THE LEGENDSLido Cocina Tsina is looking for a LINE COOK.Area of Assignment:LIDO Visayas Ave., Quezon CityBasic Requirements:At least 2nd year college level or vocational Culinary/Hospitality related courseAt least 1 year of work experience in a related field is idealKnowledge in kitchen process is an advantageMust know how to use #18 wokMust be residing...

  • Line Cook

    1 day ago

    Marikina City, National Capital Region, Philippines Panciteria Lido Chinese Corp. Full time ₱183,000 - ₱276,000 per year

    JOIN THE LEGENDSLIDO is looking for a LINE COOKArea of Assignment: Mayor Gil Fernando Ave., Marikina City BranchBasic Requirements:At least 2nd year college level or vocational Culinary/Hospitality related courseAt least 1 year of work experience in a Chinese restaurant is an advantageMust know how to use big-sized Chinese wok #18Preferably residing in...

  • Line Cook

    1 day ago

    Quezon City, National Capital Region, Philippines Panciteria Lido Chinese Corp. Full time ₱76,500 per year

    JOIN THE LEGENDSLido Cocina Tsina is looking for a LINE COOK / KITCHEN COOK.Area of Assignment:LIDO - Banawe, Quezon City BranchBasic Requirements:At least 2nd year college level or vocational Culinary/Hospitality related courseAt least 1 year of work experience in a related field is idealKnowledge in kitchen process is an advantageMust know how to use #18...

  • 2nd Mate _roro Vessel

    1 day ago

    Makati City, National Capital Region, Philippines SCANMAR MARITIME SERVICES, INC. Full time $104,000 - $130,878 per year

    2nd Mate _roro VesselSCANMAR MARITIME SERVICES, INC.POEA-041-SB R-MLC-TPVessel Type: RORO VESSELTrade Route: Worldwide - ww2 VacanciesJob InformationJob Description_2ND MATESkills and Qualifications:_2ND MATEEXPERIENCE IN POSITION ONBOARD SIMILAR TYPE OF VESSEL REQUIREDSWEDISH FLAG / SWEDISH PENSIONW/ REJOINING BONUS AND HMO_to those interested...

  • Senior IT Support Engineer Level 3

    1 day ago

    Makati City, National Capital Region, Philippines Lewis Personnel Management Full time $90,000 - $120,000 per year

    About the Role:We're seeking a Senior 3rd Line Engineer to join our dynamic team. This role bridges 1st, 2nd, and 3rd line support, ideal for a seasoned IT professional ready to take the lead in a fast-paced, customer-focused environment.Key Responsibilities:Provide expert-level 3rd line support and act as an escalation pointMentor and support junior...

  • 2nd Engineer _oil/Chem/Product Tanker Vessel

    1 day ago

    Makati City, National Capital Region, Philippines SCANMAR MARITIME SERVICES, INC. Full time $104,000 - $130,878 per year

    2nd Engineer _oil/Chem/Product Tanker VesselSCANMAR MARITIME SERVICES, INC.POEA-041-SB R-MLC-TPVessel Type: Tanker ShipTrade Route: Worldwide - ww3 VacanciesJob InformationJob Description_ OIL/CHEM/PRODUCT TANKER VESSEL_to those interested applicant,*please send complete details of CV or please report scanmar office and look for mr ayec verchesSkills and...