IJP: Second Line Support (2LS)ANZ
# IJP: Second Line Support (2LS)ANZ **HelloConnect Inc.** · Philippines · `Remote` · `Full Time` 💼 **Уровень роли:** `Mid-level` 🕒 **Статус:** *Опубликовано: сегодня* · *Источник: Himalayas (JSON API)* --- ### Top Skills & Match 🎯 **Ключевой стек роли:** `[Second-Line-Support]` `[Customer-Support-Specialist]` `[Admin-Specialist]` `[Technical-Support]` `[Customer-Service]` `[2nd-Line-Support]` `[Second-Level-Support]` --- ### 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
- Second-Line-Support
- Customer-Support-Specialist
- Admin-Specialist
- Technical-Support
- Customer-Service
- 2nd-Line-Support
- Second-Level-Support
Наблюдалась 2026-10-02, впервые 2026-10-02, источник — Himalayas (JSON API).