Client Success Specialist

About Us

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.

• Main purpose of the job
  
  
  

The Client Success Specialist ensures the smooth handling of client errors by monitoring, managing, and resolving issues in a timely manner. The role involves tracking daily errors, making decisions based on set guidelines, and escalating urgent issues to the right teams to maintain efficient operations.

• Responsibilities and duties
• Daily Error Tracking:
• Monitor and upload error tracking reports on a daily basis to ensure accurate data flow and error identification.
• Ensure all error submissions are logged into the system in real-time and reviewed for completeness.
  
• Error Decision Management:
• Review submitted client errors and approve or deny them according to the established Error Tracking Decision Tree.
• Apply sound judgment based on guidelines to make accurate decisions that support operational objectives.
  
• Client Communication:
• Respond promptly to client emails and phone inquiries regarding errors, offering timely and professional resolutions.
• Maintain a high level of service and client satisfaction through clear communication.
  
• Issue Escalation:
• Identify urgent issues that require immediate attention and escalate these matters to driver manager groups or branch managers via phone or email during the assigned shift.
• Ensure escalations are handled efficiently to prevent disruption to client services.
  
• Collaboration and Reporting:
• Work closely with cross-functional teams to troubleshoot and resolve recurring issues.
• Provide regular updates on error trends and assist in improving the error tracking and resolution process.
  
  
  

3. Skills and preferred qualifications

• A high school diploma or equivalent is required; a bachelor’s degree in business, communication, or a related field is preferred.
• At least 1-2 years of experience in a business process outsourcing (BPO) environment,
• ideally in an operational support, quality assurance, or error-tracking role.
• Experience in a client-facing role with strong customer service skills.
• Familiarity with decision-making frameworks, error management systems, or ticketing tools is a plus.
• Strong communication skills (both verbal and written): Ability to handle emails and phone inquiries in a professional manner.
• Detail-oriented: Keen eye for accuracy when reviewing and approving error submissions.
• Problem-solving abilities: Capable of evaluating issues and making sound decisions quickly.
• Escalation management: Comfortable handling urgent matters and escalating them effectively.
• Multitasking and time management: Ability to prioritise tasks and manage multiple responsibilities during a shift.
• Tech-savvy: Proficiency in basic office software (e.g., Microsoft Office, email management) and ability to quickly learn new systems or platforms.
  
  
  

Why work for us?

At HelloConnect, you'll join an organization that values innovation and leverages cutting-edge technology to transform customer experiences. With a collaborative culture, continuous learning opportunities, and a customer-centric focus, you'll contribute to impactful projects that drive business success. Upholding ethical standards and promoting diversity and inclusion, HelloConnect fosters a positive work environment. Your well-being is prioritized through comprehensive benefits and perks. Join us to shape the future of digital experiences and make a difference in the lives of our clients and their customers.