Customer Experience Mentor - Subject Matter Expert

vCustomer Philippines, Inc.; Quezon City; Vor Ort; PHP 279.000 - 446.000; Vollzeit

Benefits dieser Stelle

Career growth

Training programs

Inclusive workplace

Health coverage

Referral rewards

Zusammenfassung

Tech Mahindra Philippines is hiring a Customer Experience Mentor - Subject Matter Expert to guide frontline teams and ensure service excellence at Eastwood, Quezon City. This role blends coaching, process expertise, and performance analytics to deliver world-class customer experiences.

Join a Great Place to Work environment with growth opportunities, training, and inclusive culture; you’ll collaborate with Quality, Training, and support teams, and work on a 24/7 shifting schedule.

Qualifikationen

• Graduate of a 2-year diploma course or a high school graduate with strong relevant experience.
• Good analytical and problem-solving skills.
• Proficiency in MS Excel, MS Word, and MS PowerPoint.
• Amenable to working on a 24/7 shifting schedule, including holidays, weekends, and rest days.
• Strong adaptability to new tools, technologies, and workflows.

Aufgaben

• Provide process expertise and real-time operational support to frontline team members.
• Guide and mentor team members to improve performance, service quality, and process compliance.
• Serve as a bridge between frontline agents, Quality, Training, and other support teams.
• Interpret and explain SLAs, KPIs, compliance requirements, processes, and client expectations.
• Support the resolution of escalations, workflow concerns, and operational issues.
• Monitor processes, identify discrepancies, and recommend opportunities for continuous improvement.
• Use CRM systems, ticketing tools, and reporting dashboards to support day-to-day operations.
• Collaborate cross-functionally to help maintain service excellence and consistent performance.

Kenntnisse

Analytical thinking

Problem-solving

Documentation

MS Excel

MS Word

MS PowerPoint

Shift work

Adaptability

Ausbildung

Diploma or high school graduate

Tools

CRM systems

Ticketing tools

Reporting dashboards

Jobbeschreibung

We’re Hiring: Customer Experience Mentor - Subject Matter Expert

Work Where People Matter

At Tech Mahindra Philippines, we’re more than just a BPO. We’re a Certified Great Place to Work® where your growth and well-being come first. With thriving hubs in Cebu and Manila, we’re helping people like you build meaningful careers while making a real difference for customers around the world.

Why You’ll Love It Here

• Growth you can see – promotions and career paths await

• Learning that sticks – trainings to sharpen your skills

• A workplace that cares – inclusive, supportive, and people-first

• Health coverage you can count on

• Rewards when you refer friends to join the team

Your Day-to-Day

• Provide process expertise and real-time operational support to frontline team members.

• Guide and mentor team members to improve performance, service quality, and process compliance.

• Serve as a bridge between frontline agents, Quality, Training, and other support teams.

• Interpret and explain SLAs, KPIs, compliance requirements, processes, and client expectations.

• Support the resolution of escalations, workflow concerns, and operational issues.

• Monitor processes, identify discrepancies, and recommend opportunities for continuous improvement.

• Use CRM systems, ticketing tools, and reporting dashboards to support day-to-day operations.

• Collaborate cross-functionally to help maintain service excellence and consistent performance.

What We’re Looking For

• Graduate of a 2-year diploma course or a high school graduate with strong relevant experience.

• Good analytical and problem-solving skills.

• Good documentation skills and proficiency in MS Excel, MS Word, and MS PowerPoint.

• Amenable to working on a 24/7 shifting schedule, including holidays, weekends, and rest days.

• Strong adaptability to new tools, technologies, and workflows.

Work Setup

• Location: Eastwood, Quezon City

• Shift: Work in Office, Shifting Schedule

About Tech Mahindra Philippines

We’re a global provider of IT and business process services, helping industries like telecommunications, healthcare, retail, banking, e-commerce, travel, and logistics. In the Philippines, we’re home to thousands of talented professionals who value growth, diversity, and teamwork.