Subject Matter Expert

IntouchCX; Hyderabad; On-site; INR 300,000 - 550,000; Full time

Job summary

A global customer experience leader in Hyderabad is seeking a Subject Matter Expert (CSR2) to oversee Customer Service Representatives. This role involves guiding teams to provide top-quality service while promoting professional development through feedback and training. The ideal candidate has over 2 years of experience in customer service and strong communication and problem-solving skills. Join us to help drive exceptional customer interactions and develop a passionate team.

Qualifications

• 2+ years experience in the call center and/or customer service industry.
• Experience in coaching and mentoring.
• Knowledge of call center systems and performance statistics.

Responsibilities

• Guide Customer Service Representatives to ensure quality service.
• Promote professional development through training and feedback.
• Advocate for client partners and maintain brand knowledge.

Skills

Coaching and mentoring

Communication skills

Problem solving

Leadership qualities

Technological comfort

Education

High school diploma or equivalent

Tools

MS Office programs

Job description

About IntouchCX

IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.

About The Job

The Subject Matter Expert (CSR2) plays a critical role within IntouchCX. The ideal candidate will provide front-line direction to our Customer Service Representatives, and ensure quality service is provided in every customer interaction.

As Subject Matter Expert (CSR2), You Will…

• Represent our client partners, and learn and maintain knowledge of client brand and philosophy, as well as promotions and processes
• Be advocates and role models for our CSRs
• Promote the professional and personal development of individual team members by administering call evaluation feedback, training needs, and career opportunity programs
• Perform other duties as assigned

As Subject Matter Expert (CSR2), You Have…

• High school diploma or equivalent (required)
• 2+ years experience in the call center and/or customer service industry
• Experience in coaching and mentoring
• Knowledge of call center systems, ACD/IVR and performance statistics
• Ability to work a variety of shifts, including days, evenings, and holidays
• Superior communication skills: Listening, verbal and written
• Skills in MS Office programs (Word, Excel and PowerPoint)
• Ability to type 30 WPM with accuracy
• Possess leadership qualities such as critical thinking and problem solving to aid in overcoming difficult situations
• Ability to build rapport with clients and interact with team members at various position levels
• Engaging and successful communicator, speaker, and facilitator
• Ability to develop employees through positive motivation
• Strong analytical, problem solving and decision-making skills
• Comfort with technology and frequent technological change
• Adaptable to change and innovation
• Act as a role model and exemplify behaviors in line with our cultural values
• Possess exceptional time management, organizational and prioritization skills to complete work in a timely manner