[HELLOCONNECT] IJP - Senior Customer Care Specialist (SME)New
The opportunity
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.
What you'll do
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.
Review, investigate, and resolve complex customer inquiries routed to the: Handover Inbox, following approved processes and authority limits.
What they're looking for
- 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.
- 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- Highlight unclear, outdated, or incomplete procedures and knowledge resources.
