Subject Matter Expert
Subject Matter Expert
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Job Description
As the Customer Service Tier I/II Specialist or Subject Matter Expert you will handle inbound calls/emails/chat in a fast paced high volume call center. You will interact with customers to assist with questions on the use and troubleshooting of the issue. You will also route calls to other departments based on the customers need. You will provide customer service by assisting with customer concerns as well as manage escalations of your team members. The role includes providing support product overview and basic technology instructions. Customer Service Specialists provides general assistance as needed to achieve and maintain success and satisfaction.
Responsibilities
- Handling of escalated Inbound/outbound customer calls/chats/emails.
- Create/Modify call scripting.
- Create/Modify/Updates Knowledge base
- Responsible for time management adherence to schedule and attendance of self and team members.
- Follows all regulatory policies procedures privacy and security standards in accordance with company policies
Candidate requirements
- 24 years of experience working in a retail ecommerce domain
- Exceptional verbal and written communication skills for English language
- Strong computer skills proficiency navigating multiple websites and platforms.
- Proficient in Microsoft Office Google Workspace and call center software
- Team Management experience
- Versatility flexibility and willingness to work within constantly changing priorities.
- Friendly confident and capable phone presence
- Strong attention to detail recognizing the importance of accuracy
- Experience managing multiple tasks across various channels
- Processoriented yet adaptable able to learn quickly in changing situations
- Effective at problemsolving negotiation and resolving conflicts in a constructive manner
- Maintains a customerfocused approach even under pressure
- Flexible availability willing to work a rotating schedule
- Collaborative team player with the ability to work independently
Candidate Qualifications
- High School diploma or equivalent
- Experience in Retail Domain
- Bachelors Degree
Remote Work :
No
Employment Type
Full Time
