Second-Line Support Specialist — Customer Care

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

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.