Customer Care Specialist - US

Hammerjack Pty Ltd; Philippines; On-site; PHP 223,000 - 357,000; Full time

Benefits offered by this job

Long service benefit

HMO coverage

Annual learning budget

360 Learning access

Diversity across continents

Life insurance

Job summary

HelloConnect in Taguig City and Bridgetowne invites you to join a dynamic team as a customer service specialist. You will be the first contact for customers, offering product knowledge and support for subscriptions while representing the brand with enthusiasm.

Responsibilities include handling inquiries across channels, investigating feedback, resolving issues, and contributing to continuous improvement. This role emphasizes quality, accuracy, and meeting defined KPIs.

Qualifications

• 1+ year of Customer Service Experience in a BPO setting.
• High School Graduate required.
• Willing to work at Inoza Tower, BGC and Exxa, Bridgetowne.

Responsibilities

• Serve as the first point of contact for customers and deliver exceptional service.
• Provide product knowledge and educate customers on features and subscriptions.
• Investigate customer feedback and resolve issues to enhance satisfaction.
• Ensure accurate handling of queries through Gmail, Slack, and other channels.
• Meet individual KPIs and targets set by management.
• Identify process improvements and support internal projects.

Skills

Customer service

BPO experience

Education

High School graduate

Job description

The Role

At HelloConnect, you will be part of a dynamic team in Inoza Tower, BGC and Exxa, Bridgetowne that embraces innovation and leverages advanced technology to create exceptional experiences. Our culture is built on collaboration, continuous learning, and a commitment to excellence. You'll have the opportunity to work on impactful projects, develop your skills, and grow within a supportive environment that values diverse perspectives and experiences.

In this role, you will take on a key responsibility as the primary point of contact for our customers, delivering exceptional service and representing the brand with professionalism and enthusiasm. You will provide expert knowledge of our products, features, and subscription services to help customers make the most of their experience. A key part of the role involves investigating customer feedback and complaints, ensuring you understand the full customer journey to provide effective solutions, contributing to our ongoing efforts to drive business success and enhance customer satisfaction.

We're looking for passionate individuals who can bring their unique skills and ideas to the table. Even if you don't meet every requirement but believe you'd excel in this role, we'd love to hear from you!

What You’ll Do

• Being the first point of contact for our customers, sharing our passion for delivering exceptional customer experiences at all opportunities
• Being a brand ambassador and being memorable to our customers. Provide our customers with product knowledge and educate our customers on new products and app features to ensure they get the best out of their subscription
• Be an investigator, make sure you are across the whole customer journey when resolving customer complaints and feedback
• Demonstrating confidence while using all different contact channels
• Work towards your individual KPIs and targets set by the management team
• Checking all communication channels as Gmail, Slack etc. on a daily basis to ensure you have understood all the relevant communication to perform in your role
• Have a high level of accuracy - Error track, report and document any kinds of issues to the responsible departments to ensure we can keep improving our service
• Actively suggest ways to improve internal procedures and processes.
• Taking the initiative when it comes to internal projects
• Being an expert regarding company policies, tools, and systems

What You’ll Bring

• At least 1 year Customer Service Experience in BPO set-up.
• At least High School Graduate (old curriculum).
• Amenable to work in Inoza Tower, BGC, Taguig City and Exxa, Bridgetowne

What We Offer

• Competitive Compensation: Beyond the standard package, we offer perks like Long Service Benefits (anniversary bonus) to recognize and celebrate your dedication
• Wellness & Perks: We prioritize your well-being by offering mental health support, HMO medical coverage, generous leave benefits plus life insurance for both you and your family's peace of mind
• Growth Opportunities: Invest in your personal development with an annual learning & development budget, plus access to the 360 Learning platform
• Dynamic Environment: Join a rapidly growing global Business Process Outsourcing company, where you'll collaborate with a diverse community spanning across multiple continents and cultures
• Work-Life Balance: Enjoy a healthy balance between your professional and personal life, with a supportive environment that prioritizes your well-being and personal time

Location:

BGC (7th Floor, Inoza Tower, 40th Street, BGC, Taguig City)

Bridgetowne (20th Floor, Bridgetowne West, C5 Road, Eulogio Rodriguez Jr. Ave, Quezon City, Metro Manila)