IJP: Second Line Support (2LS)ANZ

HelloConnect; Manila; Hybrid; PHP 391,000 - 670,000; Full time

Job summary

HelloConnect in Manila is seeking a Second Line Support (2LS) to join our ANZ operations. You will be the main second point of contact for customers, handling inbound and outbound calls to deliver exceptional experiences.

In a fast-paced environment you will perform admin tasks, support onshore teams, investigate issues, and document feedback to improve service. You will stay up to date with product knowledge and use multiple channels to resolve inquiries.

Qualifications

• You will be the second point of contact for our customers by taking inbound & outbound calls as part of business needs.
• You will be an admin specialist in a fast-paced environment and adapt to new admin tasks within Customer Care.

Responsibilities

• Be the second-level support for customers who cannot find a solution with first-level support; escalate when brand risk is involved.
• Support HelloConnect Ops and local markets onshore team with admin tasks, projects, or escalations.
• Report and document with high accuracy to improve feedback loops to responsible departments.
• Assist with new processes, outbound campaigns, or social topics supporting customer-centric goals.
• Adhere to daily task lists including social media reviews, logistics, payments follow-up, QA calls, and bulk tracking.
• Ensure tasks are completed by deadlines set by Team Leader or Management.
• Be proactive in monitoring team performance and provide first-level support when needed.
• Occasionally assist offshore teams during downtime or queues to ensure timely customer support.
• Check communications channels (Gmail, Slack, etc.) daily and track task completion.

Job description

About the job IJP: Second Line Support (2LS)ANZ

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