Customer Support Specialist (Non-Voice)

The Role

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. 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 in managing live chat customer support for Energy Provider Campaign. You will be the first point of contact for customers in the live chat, quickly and kindly solving their general inquiries, billing, and switching process issues to meet customer satisfaction goals. You are expected to find solutions for complex cases by coordinating with support teams and developing a deep understanding of the industry products.

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

• You are the first point of contact for our customers in the live chat.
• You respond to customer inquiries quickly, kindly, and with a solution-oriented mindset - ensuring that our SLAs for response times and customer satisfaction are met.
• You ensure smooth operational processes and assist customers with:
• General inquiries
• The switching process
• Invoices
• Meter readings
• You find pragmatic and sustainable solutions for complex cases - working closely with our 2nd Level Support team.
• You develop an understanding of the industry topics and products.

What you’ll bring

• You enjoy helping customers solve problems and explaining complex topics in a clear and simple way.
• You have experience in customer service - ideally in live chat support.
• You have experience working with Intercom.
• You work quickly, efficiently, and can handle multiple chats at once.
• You take a proactive, structured, and solution-oriented approach - even when things get busy.
• For English-speaking agents: You have excellent English skills at C1 level.
• Initial experience in the industry is a plus, but not required.

Location

Work From Home: Please note that you will need to visit our BGC Site: (7th Floor, Inoza Tower, 40th Street, BGC, Taguig City).      

What we offer

• Competitive Compensation: Beyond the standard package, we offer perks like Long Service Benefits (anniversary bonus) to recognize and celebrate your dedication
• Wellness & Perks: We prioritize your well-being by offering mental health support, HMO medical coverage, generous leave benefits plus life insurance for both you and your family's peace of mind
• Growth Opportunities: Invest in your personal development with an annual learning & development budget, plus access to the 360 Learning platform
• Dynamic Environment: Join a rapidly growing global Business Process Outsourcing company, where you'll collaborate with a diverse community spanning across multiple continents and cultures
• Work-Life Balance: Enjoy a healthy balance between your professional and personal life, with a supportive environment that prioritizes your well-being and personal time

Are you up for the challenge?

The first step to your new role starts here. Send in your application, along with your salary expectations and preferred start date. Our dedicated team will thoroughly review your details. We are excited to connect with you soon! 

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