T&S Credit Subject Matter Expert

1 week ago

Metro Manila Philippines Buscojobs Full time

The Subject Matter Expert plays a pivotal role in delivering exceptional customer experience by handling complex inquiries, mentoring team members and new hires.

  • Provide real-time support to team members and handle escalated or complex customer inquiries and provide timely, accurate resolutions.
  • Serve as a role model for team members by demonstrating best practices in customer service and communication.
  • Collaborate with supervisors and managers to identify trends in customer feedback and suggest process improvements.
  • Assist with onboarding and training of new hires, ensuring they have a strong foundation in company policies and customer service standards.
  • Monitor team performance metrics and provide coaching or support to improve outcomes.

Responsibilities include providing advanced guidance, ensuring technical details are explained in clear language, and helping raise the overall quality of customer service.

  • Act as the escalation point for complex customer concerns via calls and emails.
  • Guide and coach team members in handling technical and process-related queries.
  • Translate technical information into clear explanations for customers.
  • Work with internal teams to resolve escalated issues.

Requirements include a minimum of 2 years of experience as a senior agent, lead, or SME, and a strong grasp of customer service processes and systems.

  • Minimum of 2 years' experience in technical aspects of solar or related fields.
  • Bachelor's degree in Electrical Engineering preferred.
  • Excellent communication skills for explaining complex information clearly.
  • Proven experience handling escalations and coaching team members.
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