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 work on impactful projects, develop your skills, and grow within 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.

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.
• Provide accurate information regarding orders, products, returns, and general customer concerns.
• Monitor and respond to social media interactions while maintaining the appropriate brand voice and tone.
• Process customer orders, returns, and related administrative tasks efficiently.
• 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.
• Collaborate with Operations and Retail teams to support efficient order fulfillment and customer satisfaction.
• Identify recurring customer concerns and provide feedback to improve processes, products, and systems.
• Generate and maintain accurate reports and documentation as required.
• Escalate and report system issues promptly to support business continuity.
• Work closely with cross-functional teams to continuously improve customer experience and service delivery.
• Consistently achieve team performance goals, service standards, 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 effectively across teams.
• High levels of integrity, accountability, and professionalism.
• Reliable attendance, schedule flexibility, and willingness to render overtime when required to support business operations.
• An interest in e-commerce, food retail, health, wellness, or customer experience industries is highly desirable.

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!

#helloconnect

#LI-Hybrid