Customer Care Specialist - (Non Voice)

HelloFresh
Manila
Workplace: RemoteContractFunction: Customer Support (Service Desk)Skills: ["Customer focus","Communication","Problem-solving","Time management","Solution orientation"]

Manage live chat customer support for HelloConnect, serving as the first point of contact for general inquiries, billing, switching process, invoices, and meter reading questions. Respond quickly and kindly to meet SLA targets for response times and customer satisfaction. Tackle complex cases by coordinating with a 2nd Level Support team, while building product and industry understanding. Work across multiple chats efficiently and communicate clearly in English (and optionally German).

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FursaFursa
HelloFresh
HelloFresh
2 days ago

Customer Care Specialist - (Non Voice)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live
Reposted: similar role first listed 2 months ago

Job Summary

Manage live chat customer support for HelloConnect, serving as the first point of contact for general inquiries, billing, switching process, invoices, and meter reading questions. Respond quickly and kindly to meet SLA targets for response times and customer satisfaction. Tackle complex cases by coordinating with a 2nd Level Support team, while building product and industry understanding. Work across multiple chats efficiently and communicate clearly in English (and optionally German).
Location: Manila
Workplace: Remote
Employment Type: Contract · 6 months
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Be the first point of contact for customers in live chat.
  • •Respond to inquiries quickly and kindly with a solution-oriented mindset to meet SLA targets.
  • •Assist customers with general inquiries, switching process issues, invoices, and meter readings.
  • •Find pragmatic and sustainable solutions for complex cases by coordinating with the 2nd Level Support team.
  • •Develop understanding of industry topics and products while supporting customer needs.

Pay and Benefits

Perks:Health InsuranceMedical CoveragePaid LeaveLearning Budget

Key Requirements

  • •Experience in customer service, ideally in live chat support.
  • •Experience working with Intercom.
  • •Strong ability to respond quickly and handle multiple chats at once.
  • •Proactive, structured, and solution-oriented approach, including during busy periods.
  • •English-speaking agents must have excellent English at C1 level; German-speaking agents must have excellent German and English at C1 level.
Skills:Customer focusCommunicationProblem-solvingTime managementSolution orientation
Languages:EnglishGerman
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