Customer Support Specialist (Non-Voice)

HelloFresh
Manila
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Skills: ["Customer-focused","Communication","Problem-solving","Time management","Adaptability"]

Manage live chat customer support for an Energy Provider Campaign, serving as the first point of contact and resolving general inquiries, switching process issues, and billing topics. Meet SLA response-time and customer satisfaction goals through fast, kind, solution-oriented responses. Tackle complex cases by coordinating with the 2nd Level Support team and building a strong understanding of industry products. Use Intercom to handle multiple chats efficiently.

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FursaFursa
HelloFresh
HelloFresh
17 hours ago

Customer Support Specialist (Non-Voice)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 13 hours agoStatus: Live

Job Summary

Manage live chat customer support for an Energy Provider Campaign, serving as the first point of contact and resolving general inquiries, switching process issues, and billing topics. Meet SLA response-time and customer satisfaction goals through fast, kind, solution-oriented responses. Tackle complex cases by coordinating with the 2nd Level Support team and building a strong understanding of industry products. Use Intercom to handle multiple chats efficiently.
Location: Manila
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Be the first point of contact for customers via live chat.
  • •Respond to customer inquiries quickly and kindly while meeting SLA response-time and customer satisfaction goals.
  • •Assist customers with general inquiries, switching process, invoices, and meter readings.
  • •Find practical, sustainable solutions for complex cases by coordinating with the 2nd Level Support team.
  • •Develop an understanding of industry topics and products relevant to customer issues.

Pay and Benefits

Perks:Health InsuranceLife InsurancePaid LeaveLearning BudgetAnnual Bonus

Key Requirements

  • •Experience in customer service, ideally in live chat support.
  • •Experience working with Intercom.
  • •Ability to handle multiple live chats quickly and efficiently.
  • •Strong proactive, structured, solution-oriented approach when workload is high.
  • •For English-speaking agents: excellent English skills at C1 level.
Skills:Customer-focusedCommunicationProblem-solvingTime managementAdaptability
Languages:English
Tech Stack:Intercom

Company Brief

HelloFresh
HelloFresh is a meal-kit and food subscription company that delivers fresh ingredients and recipes to consumers, offering convenient home-cooked meals through weekly subscription boxes across multiple international markets.
Industry: FoodTech
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Berlin, Germany
Founded: 2011
Glassdoor
Glassdoor: 3.6
WebsiteLinkedIn