Subject Matter Expert

Onsite - Clark, Pampanga

Qualifications
Graduate of any 4-year course or completed first year in college
Experience in handling escalation calls.
Minimum of 3 years of work experience as an SME in the BPO/shared services industry.
Excellent oral and written communication.
Good problem-solving skills and ability to multitask.
Amenable to work in shifting schedule in Clark.
Amenable to work onsite.

Key Responsibilities
Understand customer issues and provide solution.
Executes transactions as per prescribed timelines and follows all predefined procedures with the objective to meet the SLA targets for the specific process within guidelines, policies and norms of client and the company.
Meet SLA and KPIs
Handle escalation calls
Knowledge and experience on ticketing tools.
Understanding of the Financial industry, products, ISP related services, etc.
Understanding of common Financial terminology
Displays superb customer service skills and capabilities
Basic Operating System knowledge
Knowledge of common ISP products & services
Good analytical ability
Ability to navigate common user interface elements
Good Reading skills - the ability to understand ambiguous information, probe and consolidate into useable data

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