Subject Matter Expert

2 days ago

Paranaque City, Calabarzon, Philippines DigiPlus Interactive Corp Full time ₱104,000 - ₱130,878 per year

About DigiPlus Interactive Corp.

DigiPlus Interactive Corp. pioneered digital entertainment in the Philippines. It introduced leading platforms BingoPlus and ArenaPlus, widely known for their engaging experiences in interactive gaming and sports entertainment. DigiPlus also operates GameZone, with more to come.

For more information, visit:

JOB OVERVIEW

The Subject Matter Expert (SME) plays a pivotal role in delivering exceptional customer experience by handling complex inquiries, mentoring team members and new hires. This role requires a proactive approach to resolving customer issues and contributing to the continuous improvement of processes and most especially of team members (CSR).

RESPONSIBILITIES

  • Provide real-time support to our SRs and handle escalated or complex customer inquiries and provide timely, accurate resolutions.
  • Serve as a role model for team members (CSR) 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.
  • Participate in quality assurance reviews, offering feedback to maintain and enhance service standards.
  • Stay updated on company products, policies, and procedures to ensure accurate and consistent information is provided to customers.

QUALIFICATIONS

  • At least one (1)year of tenure in the Customer Service Department with good standing and no current warnings
  • Strong interpersonal and problem-solving skills
  • Ability to coach, mentor, and inspire team members to achieve high performance
  • Proficiency in our Standard Operating Procedures
  • Detail-oriented with strong organizational skills

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