[HELLOCONNECT] IJP - Senior Customer Care Specialist (SME)

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 take on a key responsibility in serving as the primary point of support for operational questions raised through the Learning Channel while investigating and resolving complex customer inquiries, contributing to our ongoing efforts to drive business success and enhance 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 The SME role will initially focus on two key operational responsibilities, aligned with the campaign’s immediate needs. Learning Channel Support: Serve as the primary point of support for operational questions raised through the Learning Channel by frontline agents, including those in training and nesting. Handover Inbox Support: Investigating and resolving complex customer inquiries within approved processes and authority limits. Learning Channel (LC) Support & Agent Guidance • Provide timely, accurate, and consistent responses to operational questions raised by frontline agents through the Learning Channel. • Guide agents through customer scenarios, process clarifications, and appropriate resolution steps. • Promote agent independence by directing them to relevant knowledge resources and established procedures. • Provide operational guidance and support to agents during training and nesting, helping reinforce process knowledge and readiness for live customer interactions. • Escalate unresolved or policy-sensitive questions to the appropriate stakeholders. Handover Inbox Support & Complex Case Resolution • Review, investigate, and resolve complex customer inquiries routed to the Handover Inbox, following approved processes and authority limits. • Ensure cases requiring specialist intervention are properly documented and escalated to the appropriate teams. • Support timely resolution of Handover Inbox cases, prioritizing urgent or time-sensitive customer concerns. Root Cause & Knowledge Gap Identification • Identify recurring questions, process challenges, and knowledge gaps observed through Learning Channel and Handover Inbox activities. • Highlight unclear, outdated, or incomplete procedures and knowledge resources. • Share relevant observations and recommendations with Team Leaders or designated process owners for review and appropriate action. Official updates and implementation of SOPs and knowledge-base documentation remain with designated process owners. Operational Flexibility & Queue Support • Support frontline queue operations by handling both standard and complex customer inquiries as needed, based on operational demand. • Assist with backlog reduction, high-priority cases, and SLA recovery during periods of increased workload. • Coordinate with Team Leaders to prioritize queue support while maintaining coverage for Learning Channel and Handover Inbox responsibilities. What you’ll bring • Product & Process Expertise: Strong understanding of the campaign’s products, systems, workflows, and escalation procedures. • Problem-Solving & Judgement: Ability to investigate customer issues, identify solutions, and make sound decisions within approved authority limits. • Communication & Knowledge Sharing: Clear and effective communication, with the ability to guide