IJP: Second Line Support (2LS)ANZ

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