Customer Care Specialist - US (PPS)

The Role

At HelloConnect, you will be part of a dynamic team in Puerto Princesa City that embraces innovation and leverages advanced technology to create exceptional experiences. Our culture is built on collaboration, continuous learning, and a commitment to excellence. You’ll have the opportunity to work on impactful projects, develop your skills, and grow within a supportive environment that values diverse perspectives and experiences.

In this role, you will take on a key responsibility as the primary point of contact for our customers, delivering exceptional service and representing the brand with professionalism and enthusiasm. You will provide expert knowledge of our products, features, and subscription services to help customers make the most of their experience. A key part of the role involves investigating customer feedback and complaints, ensuring you understand the full customer journey to provide effective solutions, contributing to our ongoing efforts to drive business success and enhance customer satisfaction.

We’re looking for passionate individuals who can bring their unique skills and ideas to the table. Even if you don't meet every requirement but believe you’d excel in this role, we’d love to hear from you!

What you’ll do

Being the first point of contact for our customers, sharing our passion for delivering exceptional customer experiences at all opportunities

Being a brand ambassador and being memorable to our customers. Provide our customers with product knowledge and educate our customers on new products and app features to ensure they get the best out of their subscription

Be an investigator, make sure you are across the whole customer journey when resolving customer complaints and feedback

Demonstrating confidence while using all different contact channels

Work towards your individual KPIs and targets set by the management team

Checking all communication channels as Gmail, Slack etc. on a daily basis to ensure you have understood al