About the role
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
Originally posted on Himalayas