[IJP] Subject Matter Expert - ANZ

About Us

HelloConnect

HelloConnect is a subsidiary of HelloFresh, founded to address years of challenges faced in its own customer care. Leveraging our extensive experience in developing customer care tailored to the immediate needs of HelloFresh, our solutions are hyper-focused on serving high-growth companies. Located in Manila, Philippines, we are now making this service available to other companies to benefit from our experience, scale, cost savings, and service level improvements.

Job Description

As a Subject Matter Expert (SME), you will act as a key support figure for the 1st line customer care team, bridging the gap between agents and leadership. Leveraging your expertise, proven performance, and in-depth knowledge of company policies, tools, and processes, you will assist in live customer interactions and guide team members in delivering exceptional service. The SME role involves providing real-time support, sharing updates, and fostering a motivated and informed team environment. This position also supports leadership with administrative tasks and feedback, offering a vital contribution to team performance and customer satisfaction.

Skills and preferred qualifications

• Being the first point of contact for customers, demonstrating confidence across all channels (Phone, Email, Chat, and Retention).
• Providing general support and building engaging relationships during every customer interaction.
• Investigating and resolving customer complaints and feedback effectively, ensuring high standards of service.
• Working collaboratively with the team to meet business and team objectives.
• Acting as an expert in company policies, tools, and systems to guide agents effectively.
• Maintaining a clean and tidy work environment, adhering to company standards.
• Handling interactions proactively in line with service level (SL) requirements.
• Leading by example to inspire confidence and maintain high performance among the team.
• Keeping agents informed of updates via tools like Slack, Shelf, Bridge, and Email to ensure they are prepared for daily tasks.
• Proactively walking the floor to motivate and support agents or monitoring support channels when working remotely.
• Assisting with Team Leader duties such as general administrative tasks, real-time monitoring, floor support, complaint resolution, and escalations.
• Managing assigned tasks from the SME task list, ensuring they are completed accurately and on time.
• Providing feedback on live trending issues to the Management Team to facilitate quick responses.
• Acting as a role model for new employees by demonstrating adherence to company policies, procedures, and guidelines.
• Participating in Customer Care events and activities such as 360 meetings and Customer Care Week, and encouraging others to do the same.
• Assisting the Training Manager, Team Leaders, and Contact Centre Manager with required tasks in a positive and proactive manner.
• Educating yourself on team and individual performance metrics, identifying areas for improvement, and sharing insights with leadership.
• Identifying and escalating performance-related issues to Team Leaders or the Contact Centre Manager as needed.
• Displaying consistent high standards of customer service, working to improve agent quality scores, and enhancing customer satisfaction.
• Maintaining an open learning environment and providing consistent, constructive feedback to agents.
• Monitoring and maintaining Contact Centre wallboards to ensure they are always available and logged in.
• Staying highly focused on the company brand, using sound judgment to deliver high-level customer service while maintaining brand standards.
• Taking on ad hoc projects as assigned, demonstrating flexibility and adaptability.
• Providing first-level support for onboarding, training, and nesting of new hires.
• Managing contact volumes efficiently across all channels and teams to maintain seamless operations.

Why work for us?

At HelloConnect, you'll join an organization that values innovation and leverages cutting-edge technology to transform customer experiences. With a collaborative culture, continuous learning opportunities, and a customer-centric focus, you'll contribute to impactful projects that drive business success. Upholding ethical standards and promoting diversity and inclusion, HelloConnect fosters a positive work environment. Your well-being is prioritized through comprehensive benefits and perks. Join us to shape the future of digital experiences and make a difference in the lives of our clients and their customers.