Subject Matter Expert

1 week ago

Quezon City, National Capital Region, Philippines Hinduja Global Solutions Full time ₱600,000 - ₱1,200,000 per year

Duties and Responsibilities:

  • Respond to incoming queries, calls, emails from both customers and front line agents. Document the transaction as appropriate.
  • Handles incoming calls internally for final call resolution.
  • Follows these procedures when taking escalated calls: (a) Takes escalated calls only after receiving call particulars from transferring employee (b) Identifies himself/herself as the next level of support when taking escalated calls (c) Evaluates customer requests in comparison with client-supplied processes.
  • Thoroughly and effectively promotes and uses the client systems for file creation and troubleshooting of customer issues.
  • If the call exceeds his/her call handling expertise and the need for additional support is required, escalate the call.
  • Provides feedback on points for improvement of agents who escalate calls.
  • Observes and reports call trends on escalations weekly.
  • Floorwalks when called upon to assist agents only when authorized by a team leader or shift manager.
  • Performs daily start of shift huddle when Supervisor is not available.
  • Staff SME Helpdesk.
  • Provides nesting support to Training programs.
  • May assist OPS during system down time.
  • Deviate from scripts as needed and utilize soft skills with verbal artistry to divert a negative customer experience to a positive one.

Qualifications:

  • Completed at least 2 years College Education
  • Customer Service or Call Center Experience with inbound sales, telco (Internet) or technical support experience is preferred
  • 2-years solid experience on Technical support and a minimum of 6 months experience on handling escalated calls is preferred.

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