IJP: Subject Mater Expert

2 weeks ago

Quezon City, National Capital Region, Philippines Helloconnect Full time

Job Description:
As a Subject Matter Expert (SME), you will act as a key support figure for the 1st line customer care team, bridging the gap between agents and leadership. Leveraging your expertise, proven performance, and in-depth knowledge of company policies, tools, and processes, you will assist in live customer interactions and guide team members in delivering exceptional service. The SME role involves providing real-time support, sharing updates, and fostering a motivated and informed team environment. This position also supports leadership with administrative tasks and feedback, offering a vital contribution to team performance and customer satisfaction.

Day to Day responsibilities

  • Being the first point of contact for customers, demonstrating confidence across all channels (Phone, Email, Chat, and Retention).

  • Providing general support and building engaging relationships during every customer interaction.

  • Investigating and resolving customer complaints and feedback effectively, ensuring high standards of service.

  • Working collaboratively with the team to meet business and team objectives.

  • Acting as an expert in company policies, tools, and systems to guide agents effectively.

  • Maintaining a clean and tidy work environment, adhering to company standards.

  • Handling interactions proactively in line with service level (SL) requirements.

  • Leading by example to inspire confidence and maintain high performance among the team.

  • Keeping agents informed of updates via tools like Slack, Shelf, Bridge, and Email to ensure they are prepared for daily tasks.

  • Proactively walking the floor to motivate and support agents or monitoring support channels when working remotely.

  • Assisting with Team Leader duties such as general administrative tasks, real-time monitoring, floor support, complaint resolution, and escalations.

  • Managing assigned tasks from the SME task list, ensuring they are completed accurately and on time.

  • Providing feedback on live trending issues to the Management Team to facilitate quick responses.

  • Acting as a role model for new employees by demonstrating adherence to company policies, procedures, and guidelines.

  • Participating in Customer Care events and activities such as 360 meetings and Customer Care Week, and encouraging others to do the same.

  • Assisting the Training Manager, Team Leaders, and Contact Centre Manager with required tasks in a positive and proactive manner.

  • Educating yourself on team and individual performance metrics, identifying areas for improvement, and sharing insights with leadership.

  • Identifying and escalating performance-related issues to Team Leaders or the Contact Centre Manager as needed.

  • Displaying consistent high standards of customer service, working to improve agent quality scores, and enhancing customer satisfaction.

  • Maintaining an open learning environment and providing consistent, constructive feedback to agents.

  • Monitoring and maintaining Contact Centre wallboards to ensure they are always available and logged in.

  • Staying highly focused on the company brand, using sound judgment to deliver high-level customer service while maintaining brand standards.

  • Taking on ad hoc projects as assigned, demonstrating flexibility and adaptability.

  • Providing first-level support for onboarding, training, and nesting of new hires.

  • Managing contact volumes efficiently across all channels and teams to maintain seamless operations.

Required Skills & Key Competencies:

  • Demonstrated expertise in customer service with a proven ability to deliver high-quality interactions across multiple channels.

  • Mentoring and coaching skills, with the ability to guide team members toward improved performance.

  • Clear and confident communicator with a positive, can-do attitude who leads by example.

  • Proficiency in Google Suite; experience with Genesys Cloud is a plus.

  • Strong coaching, training, and development capabilities.

  • Strong organizational and time management skills to balance support, admin tasks & live interactions.

  • Knowledge of occupational health and safety best practices.

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