[HELLOCONNECT] IJP - Senior Customer Care Specialist (SME)

The Role

At HelloConnect, you will be part of a dynamic team 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 in serving as the primary point of support for operational questions raised through the Learning Channel while investigating and resolving complex customer inquiries, 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

The SME role will initially focus on two key operational responsibilities, aligned with the campaign’s immediate needs.

Learning Channel Support: Serve as the primary point of support for operational questions raised through the Learning Channel by frontline agents, including those in training and nesting.

Handover Inbox Support: Investigating and resolving complex customer inquiries within approved processes and authority limits.

Learning Channel (LC) Support & Agent Guidance

• Provide timely, accurate, and consistent responses to operational questions raised by frontline agents through the Learning Channel.
• Guide agents through customer scenarios, process clarifications, and appropriate resolution steps.
• Promote agent independence by directing them to relevant knowledge resources and established procedures.
• Provide operational guidance and support to agents during training and nesting, helping reinforce process knowledge and readiness for live customer interactions.
• Escalate unresolved or policy-sensitive questions to the appropriate stakeholders.

Handover Inbox Support & Complex Case Resolution

• Review, investigate, and resolve complex customer inquiries routed to the Handover Inbox, following approved processes and authority limits.
• Ensure cases requiring specialist intervention are properly documented and escalated to the appropriate teams.
• Support timely resolution of Handover Inbox cases, prioritizing urgent or time-sensitive customer concerns.

Root Cause & Knowledge Gap Identification

• Identify recurring questions, process challenges, and knowledge gaps observed through Learning Channel and Handover Inbox activities.
• Highlight unclear, outdated, or incomplete procedures and knowledge resources.
• Share relevant observations and recommendations with Team Leaders or designated process owners for review and appropriate action.

Official updates and implementation of SOPs and knowledge-base documentation remain with designated process owners.

Operational Flexibility & Queue Support

• Support frontline queue operations by handling both standard and complex customer inquiries as needed, based on operational demand.
• Assist with backlog reduction, high-priority cases, and SLA recovery during periods of increased workload.
• Coordinate with Team Leaders to prioritize queue support while maintaining coverage for Learning Channel and Handover Inbox responsibilities.

What you’ll bring

• Product & Process Expertise: Strong understanding of the campaign’s products, systems, workflows, and escalation procedures.
• Problem-Solving & Judgement: Ability to investigate customer issues, identify solutions, and make sound decisions within approved authority limits.
• Communication & Knowledge Sharing: Clear and effective communication, with the ability to guide and support fellow agents.
• Prioritization & Adaptability: Ability to balance multiple responsibilities and respond to changing operational needs.
• Teamwork & Accountability: Demonstrates professionalism, reliability, initiative, and a collaborative approach.

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)

Are you up for the challenge?

The first step to your new role starts here. Send in your application, along with your salary expectations and preferred start date. Our dedicated team will thoroughly review your details. We are excited to connect with you soon!

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