Customer Service Subject Matter Expert (Specialist level)

Stafflink Express; Taguig; On-site; PHP 614,000 - 670,000; Full time

Job summary

Stafflink Express in Taguig seeks a Customer Service Subject Matter Expert (Specialist level) for Expedia-T4M. This onsite night-shift role requires GDS proficiency and experience with Global Business Travel accounts.

You will deliver post-sale customer service via phone, chat, or text, handle escalations, and support customer issues with a focus on process improvements while coordinating with cross-functional teams.

Qualifications

• 6 months to 1 year experience handling a Global Business Travel account in a BPO environment.
• Hands-on experience using Global Distribution Systems (GDS).
• Previous experience in BPO industry.
• 6 months to 1 year experience as SME/Team Leader or similar supervisory role.
• Experience in Travel, Hospitality, or Business Travel accounts.
• Strong background in customer service operations and issue resolution.
• Knowledge of KPI monitoring, performance management and process improvement.
• Proven ability to lead, motivate, and manage a team.

Responsibilities

• Provide post-sale customer service and support across multiple sub-families for travel customers.
• Respond to high volume inquiries via phone, chat, or text in a night-shift onsite setting.
• Analyze customer issues and drive resolutions with escalation management.
• Collaborate with production and distribution departments on travel orders.
• Act as liaison between customers, production, and distribution teams.

Skills

GDS proficiency

Leadership

Customer service

Problem solving

Communication

KPI monitoring

Tools

Global Distribution Systems (GDS)

Job description

Job Title: Customer Service Subject Matter Expert (Specialist level)
Account: Expedia-T4M
Site: McKinley West, Taguig
Work Setup: Onsite
Shift Schedule: Night Shift/ Shifting Schedule
Target Start Date: ASAP
Salary Range: Can stretch up to 55,000-60,000 package but can still change depending on the hiring team's directives but please proceed with relaying the package as stated

Job description :
General Customer Service includes post-sale technical and/or non-technical customer service and support across multiple sub-families for business and/or end-consumer customers, including Remote Customer Service
Providing customer service and support via phone, online chat, or text including: Call center-based customer support in response to a high volume of low-complexity inquiries; Customer issue analysis and resolution (typically performed in an office environment) in response to a lower volume of higher complexity inquiries Distribution Center Customer Service
Performed in a distribution center, product returns/repair center, or field walk-in customer service facility, including Acting as liaison between customers, production and distribution departments related to specific customer orders
Providing technical and non-technical customer support in a walk-in service center Incumbents matching to this specialization are not compensated based on achievement of sales targets.
Positions on this level have comprehensive knowledge of the specific discipline or the broader area in which the position operates.
Executes specialized projects and activities, typically working according to set principles.
Usually generates and initiates own workload and doesn’t need instructions or guidelines.
Might supervise the work of less experienced professionals providing professional expertise and taking responsibility for the end-product.
Positions at this level are expected to significantly improve the day-to-day activities/processes.
Manages and oversees the implementation of short-term activities within the team.
Decisions are of an operational nature within a defined scope.
Positions on this level delivers their share of professional responsibilities, focusing on professional excellence.
Typically manages a team of Individual Contributor co-workers.

Qualifications and Requirements
At least 6 months to 1 year of experience handling a Global Business Travel (GBT) account in a BPO environment – MANDATORY.
Hands-on experience using Global Distribution Systems (GDS) – MANDATORY.
Previous experience working in the BPO industry – MANDATORY.
At least 6 months to 1 year of experience as an SME, Team Leader, Customer Support, or in a similar supervisory or leadership role.
Previous experience in Travel, Hospitality, or Business Travel accounts.
Strong background in customer service operations, customer issue resolution, and escalation management.
Knowledge of KPI monitoring, performance management, coaching, and process improvement.
Proven ability to lead, motivate, and manage a team.
Excellent communication, leadership, and problem-solving skills.
Willing to work onsite in McKinley West, Taguig on a night shift.
Must be available to start ASAP.