Customer Care Specialist

About the role

In this position, you will serve as the primary point of contact for customers, ensuring their experience with HelloFresh is smooth and satisfying. You will own the end-to-end resolution of customer inquiries, demonstrating empathy and efficiency in every interaction. Your role involves active listening to understand customer needs and providing accurate, helpful responses that align with company standards. You will be responsible for maintaining high levels of customer satisfaction by addressing concerns before they escalate. This position requires a proactive approach to problem-solving and a commitment to continuous improvement in service quality. You will represent the HelloFresh brand with professionalism and positivity in all customer communications. Your work will directly influence customer retention and the overall success of the customer journey.

Key facts

What you'll do

• Answer incoming phone calls, emails, and chat messages promptly while maintaining a friendly and professional demeanor.
• Gather detailed customer information to fully understand issues and provide relevant solutions during each interaction.
• Investigate and analyze customer problems, coordinating with internal teams to achieve timely resolutions.
• Explain company policies, product details, and promotional offers clearly to customers to enhance their overall experience.
• Update customer profiles and interaction logs in the CRM system with precision to maintain accurate service records.
• Document recurring issues and customer trends to support strategic improvements in products and support processes.
• Guide customers through step-by-step troubleshooting processes to resolve issues related to orders and deliveries.
• Assist in creating and updating support scripts and knowledge base articles to improve self-service options for customers.
• Collaborate with logistics and operations teams to clarify delivery details and resolve scheduling conflicts effectively.
• Participate in regular training sessions to refine communication skills and stay informed about new product features.
• Monitor call quality and customer feedback to identify opportunities for personal and team development.
• Support ad-hoc projects that aim to enhance the customer experience and drive operational excellence within the support function.

Requirements

• Possess a minimum of two years of prior customer service experience in environments that require quick adaptation and responsiveness.
• Demonstrate strong verbal communication skills and the ability to write clearly and professionally in English.
• Show evidence of patience and composure when managing difficult or frustrated customers.
• Have experience using customer relationship management platforms to track and resolve customer cases.
• Exhibit strong analytical thinking and decision-making abilities when handling complex customer issues.
• Maintain a customer-first attitude and a genuine desire to help others and improve their experience.
• Be prepared to adjust working hours to cover peak times, including nights and weekends, as business demands require.
• Pay close attention to details to ensure that customer information and transactions are handled accurately at all times.
• Respect company policies and follow standard procedures to ensure consistency in service delivery.
• Hold the legal right to work in the Philippines and be able to comply with local employment regulations.

Nice to have

• Previous employment in the food industry or e-commerce sector, especially within subscription-based business models.
• Familiarity with key performance indicators used to measure customer service effectiveness.
• Experience using social media channels to engage with customers and address their concerns.
• Background in leading or coaching team members to improve group performance and morale.

Practical notes

• The role is based in Manila, Philippines, and may include travel for mandatory training or company-organized events.
• Successful candidates will receive access to a comprehensive benefits package that includes health coverage and paid leave.
• Individuals must obtain necessary work authorization and may be required to complete visa processing if applicable to their nationality.
• Applications should include an updated resume and a tailored cover letter explaining interest in the position and relevant background.

This position offers the opportunity to grow within a dynamic and customer-focused organization while developing valuable skills in communication and problem-solving. If you are passionate about delivering outstanding service and thrive in a fast-paced environment, this role may be the right fit for your career.