Job Openings SME (IJP ANZ)

About the job SME (IJP ANZ)

General Customer Care Agent Duties

  • Being the first point of contact for our customers
  • Demonstrating confidence while using all different channels (Email and Chat)
  • Providing general support and building engaging relationships on every customer call or interaction
  • Investigating and resolving customer complaints and feedback effectively
  • Working collaboratively with the team to ensure business & team objectives are met.
  • Being an expert regarding company policies, tools, and systems
  • Maintain a clean and tidy work environment.
  • Be on queue handling interactions proactively in line with SL requirements.

Daily Duties

  • Leading by example
  • Show a comprehensive knowledge of products and services and their competitive advantages through continuous self-improvement and following quality standards.
  • Support the agents by keeping them informed on all updates via Slack & Email, helping them feel prepared for the days ahead.
  • Assist the TLs in conducting team meetings and huddles.
  • Proactively walking the floor and ensuring all agents on the floor feel motivated and supported.
  • If remote working, ensure that the support channels are monitored, and agents feel supported.
  • Assisting with Team Leader duties (general admin tasks, real-time monitoring, floor support, complaint resolution, and escalations).
  • Assigned admin duties from the SME Task list.
  • Feedback on live trending issues to the Management Team.

General Duties

  • Act as a role model for new employees regarding company policies, procedures, and guidelines, in line with the HelloConnect Competencies (at the end of this document)
  • Participate in Customer Care events and activities such as 360 meetings, CC week, etc.
  • Encourage other agents to participate in activities that require.
  • Senior Management and TL buy in Assisting the Training Manager, Team Leaders, Contact Centre
  • Manager with any required tasks with positivity.
  • Educating yourself on the team's performance, individual agents' performance, and any areas for improvement.
  • Identifying and escalating any performance-related issues to the
  • Team Leaders or Contact Centre Manager.
  • Displaying consistently high standards of customer service and working on improving agents' quality scores in order to improve customer satisfaction.
  • Maintain an open learning climate and provide consistent constructive feedback.
  • Being highly Brand focused, and using educated judgment to maintain the brand while delivering high-level customer service at all times
  • Be expected to take on any ad hoc projects that may be assigned to you.
  • 1st level support for onboarding training and nesting

What to expect when your TL is off?

  • Managing the volume of contacts efficiently across all channels
  • Being the point of contact for the team if management is not present.
  • Take a record of any concerns immediately with HR/TLs; lateness, absence, performance, and attitude.
  • Completing the Daily snapshot report, always providing a detailed summary and handover.
  • Resolving any customer complaints or escalations.
  • Ensuring all agents on the floor feel motivated and supported.
  • Carry out all admin, logistics, and TL tasks efficiently.
  • Communicate directly with the clients as needed (Slack / Email)
  • Be proactive in your education and development, please provide suggestions and innovation to
  • improve our department.
  • Communicate updates, overall team performance and statistics to the team regularly.