Customer Care Specialist - Italian Bilingual

HelloConnect

HelloConnect is a subsidiary of HelloFresh, founded to address years of challenges faced in its own customer care. Leveraging our extensive experience in developing customer care tailored to the immediate needs of HelloFresh, our solutions are hyper-focused on serving high-growth companies. Located in Manila, Philippines, we are now making this service available to other companies to benefit from our experience, scale, cost savings, and service level improvements.

HelloFresh

HelloFresh is a global leader in delivering delicious meal kits and grocery boxes straight to customers' doorsteps. We are dedicated to providing high-quality, convenient, and sustainable meal solutions that inspire people to cook and eat healthy at home. Our commitment to innovation and customer satisfaction drives our ongoing success.

Job Description :

Our HelloFresh Customer Care Specialists are responsible for delivering a high level of courteous and efficient customer service in response to customer inquiries across multiple contact channels. You will be resilient and adaptable and have a natural passion for making people happy. You will be supported every day by a strong support network of Team Leaders and Trainers.

Responsibilities and duties

• Being the first point of contact for our customers, sharing our passion for delivering exceptional customer experiences at all opportunities.
• Be a brand ambassador and be memorable to our customers. Provide our customers with product knowledge to ensure they get the best out of their subscriptions.

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

Demonstrating confidence while using all different channels (Voice, Chat, SoMe)

Strive to meet your individual KPIs and targets set by the management team.

Checking all communication channels such as Gmail, Slack, etc. on a daily basis to ensure you have all the relevant information to perform in your role.

Have a high level of accuracy - Error track, Report and document any kinds of issues to the responsible departments to ensure we can keep improving our service.

Actively suggest ways to improve internal procedures and processes.

Taking the initiative when it comes to internal projects.

Being an expert regarding company policies, tools, and systems.

Skills and preferred qualification

Italian C1 Level is a must - Non Italian speakers must not apply

At least 6 months working experience in a BPO set up is a must

At least 2 years of college education is a must

Excellent English is a plus

Excellent typing skills with minimal Italian & English grammar and spelling errors

Ability to probe effectively and diagnose the root cause of problems or issues

Excellent Italian communication skills, both written and verbal

You are highly empathetic and willing to go the extra mile for our customers

You have a can-do attitude and a problem solving mindset

You are punctual, reliable and attention to detail is your middle name

You love working in a team and are absolute team player

Ability and willingness to learn

Must be willing to report onsite

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