Senior Customer Service SME - Live Chat Expert & Trainer

Playtime Entertainment Corp.; Taguig; Presencial; PHP 600.000 - 900.000; Jornada completa

Descripción de la vacante

Playtime Entertainment Corp. in the Philippines is seeking a Senior Customer Service Specialist / SME to handle complex live chat concerns, guide agents, and improve service quality.

You will provide real-time guidance, investigate issues, and contribute to knowledge bases and process documentation. The role requires strong communication, analytical thinking, and willingness to work shifting schedules.

Formación

• Experience in live chat customer service handling escalations and complex concerns.
• Strong written and verbal communication skills with professional tone.

Responsabilidades

• Handle complex, escalated live chat concerns and provide timely resolutions.
• Serve as SME on products, policies, SOPs, and Terms of Use.
• Provide real-time guidance to agents on difficult cases and escalation procedures.
• Investigate issues by reviewing accounts and interactions.
• Coordinate with departments to resolve issues requiring deeper investigation.
• Create and maintain knowledge base articles and templates.

Conocimientos

Customer service

Escalation handling

Live chat

Knowledge sharing

Analytical thinking

Written communication

Verbal communication

CRM platforms

Knowledge bases

SLA / CSAT awareness

Herramientas

CRM platforms

Live chat tools

Ticketing systems

Knowledge bases

Descripción del empleo

Playtime Entertainment Corp. in the Philippines is seeking a Senior Customer Service Specialist / SME to handle complex live chat concerns, guide agents, and improve service quality.

You will provide real-time guidance, investigate issues, and contribute to knowledge bases and process documentation. The role requires strong communication, analytical thinking, and willingness to work shifting schedules.