[HELLOCONNECT] Customer Care 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 make a meaningful impact as part of a growing account while developing your skills in a supportive environment that values diverse perspectives and experiences.

In this role, you will play a key part in delivering exceptional customer support for a growing e-commerce meal and food retail business. As a Customer Care Specialist, you will manage customer interactions across multiple digital channels, ensuring a seamless and personalized experience while contributing to operational excellence and customer satisfaction. As one of the foundational members of this new campaign, your performance will help set the standard and benchmark for future growth and success.

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

• Manage customer inquiries through email, live chat, social media, and other digital communication channels in a timely, professional, and customer-focused manner.
• Monitor and respond to social media interactions while maintaining the appropriate brand voice and tone.
• Process customer orders, returns, and related administrative tasks efficiently and accurately.
• Provide product information and confidently address customer questions and concerns.
• Resolve customer issues with ownership and accountability, ensuring prompt and satisfactory outcomes.
• Follow up with customers as needed to deliver an outstanding end-to-end customer experience.
• Identify recurring customer concerns and proactively communicate feedback and trends to support continuous improvement of processes, products, and systems.
• Generate and maintain accurate reports and documentation as required.
• Escalate and report system issues promptly through the appropriate channels.
• Collaborate with Operations and Retail teams to support efficient order fulfillment and customer satisfaction.
• Communicate customer feedback, operational trends, and system concerns clearly to the Team Leader, who serves as the primary point of contact for operational and client-side communication.
• Consistently achieve team performance goals, service standards, quality expectations, and productivity targets.

What you'll bring

• Previous experience in customer service, customer support, or a similar omni-channel support role.
• Experience using e-commerce platforms, CRM systems, and other digital customer support tools.
• Excellent written English communication skills with strong grammar, attention to detail, and the ability to tailor responses to individual customer needs.
• Strong problem-solving skills with the ability to take ownership of customer concerns and drive resolutions independently.
• A proactive, self-motivated, and highly organized approach to work.
• The ability to thrive in a fast-paced, technology-driven environment while managing multiple priorities.
• Strong interpersonal and collaboration skills, with the confidence to communicate professionally with internal stakeholders and client-facing teams when required.
• High levels of integrity, accountability, and professionalism, with the ability to work effectively with minimal supervision.
• Reliable attendance, schedule flexibility, and willingness to render overtime when required to support business operations and account growth.
• Strong adaptability and willingness to learn new technologies, systems, and processes.
• An interest in e-commerce, food retail, health, wellness, or customer experience industries is highly desirable.

Work-from-Home Requirements

• Reliable wired internet connection with a minimum speed of 25 Mbps for both download and upload.
• Secondary internet connection (e.g., mobile hotspot or pocket Wi-Fi) available as a backup.
• Backup power solution (UPS or generator) to support connectivity and productivity during power interruptions.
• Quiet, dedicated workspace free from distractions and excessive background noise.

What to Expect

• Opportunity to be part of a newly launched account where your contributions will directly influence team success and future growth.
• Exposure to e-commerce operations, digital customer support workflows, and specialized CRM platforms.
• Continuous learning and professional development in a fast-growing customer experience environment.
• Structured support and coaching from your Team Leader, who serves as the primary bridge between the team, operations, and client stakeholders.

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

Location: Work from home - Please note that you will need to visit our BGC office to pick up your equipment.  

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!