Subject Matter Expert

Karat Home Inc.; Pasig; Presencial; PHP 420.000 - 640.000; Jornada completa

Descripción de la vacante

Karat Home Inc. is seeking an experienced Customer Support Escalations Specialist to handle complex inquiries from frontline agents, delivering professional solutions to ensure satisfaction.

You will provide expert analysis on product, order, billing, and account issues, strive for first-call resolution, document cases for the knowledge base, and collaborate with product, logistics, and sales to improve service and drive revenue.

Formación

• Fluent English with excellent communication skills.
• 2+ years of customer service experience, with at least 1 year in a senior CSR or SME role.
• Background in home furnishing, retail, or e-commerce is preferred.

Responsabilidades

• Complex Issue Resolution – Handle escalated customer inquiries and complaints from first-line CSR agents, providing professional and efficient solutions to ensure customer satisfaction.
• Expert Support – Deliver in-depth analysis and accurate responses for complex scenarios such as product information, order status, billing issues, and account inquiries, driving cases to closure.
• First-Call Resolution – Act as the escalation endpoint, striving to resolve customer issues in a single interaction and minimize repeat contacts or transfers.
• Knowledge Management & Training – Document typical cases and solutions, assist in building and maintaining the knowledge base; regularly provide product knowledge, communication skills, and process training to frontline agents.
• Quality Monitoring & Feedback – Sample-monitor calls or review case logs to identify common service gaps and improvement opportunities, propose actionable suggestions to operations management.
• Cross-Functional Collaboration – Work closely with product, technical, logistics, and sales teams to drive root cause resolution and enhance overall customer experience.
• Revenue Support – Identify customer needs appropriately, guide upsell or cross-sell opportunities for high‑value products or renewals, helping the team achieve revenue targets.

Conocimientos

Fluent English

Customer service

Problem solving

Multitasking

Service mindset

Training & coaching

Schedule flexibility

Home furnishing knowledge

2+ years CSR

Descripción del empleo

1. Complex Issue Resolution – Handle escalated customer inquiries and complaints from first-line CSR agents, providing professional and efficient solutions to ensure customer satisfaction.

2. Expert Support – Deliver in-depth analysis and accurate responses for complex scenarios such as product information, order status, billing issues, and account inquiries, driving cases to closure.

3. First-Call Resolution – Act as the escalation endpoint, striving to resolve customer issues in a single interaction and minimize repeat contacts or transfers.

4. Knowledge Management & Training – Document typical cases and solutions, assist in building and maintaining the knowledge base; regularly provide product knowledge, communication skills, and process training to frontline agents.

5. Quality Monitoring & Feedback – Sample-monitor calls or review case logs to identify common service gaps and improvement opportunities, propose actionable suggestions to operations management.

6. Cross-Functional Collaboration – Work closely with product, technical, logistics, and sales teams to drive root cause resolution and enhance overall customer experience.

7. Revenue Support – Identify customer needs appropriately, guide upsell or cross-sell opportunities for high‑value products or renewals, helping the team achieve revenue targets.

Job Type: Full-time

Qualifications:

1. Language Skills – Fluent spoken English with excellent communication skills

2. Experience – Minimum 2 years of customer service experience, with at least 1 year in a senior CSR or SME role; background in home furnishing, retail, or e-commerce is preferred.

3. Problem‑Solving Ability – Strong logical thinking, able to quickly identify core issues in complex situations, with excellent attention to detail.

4. Multitasking – Capable of handling multiple tasks simultaneously (e.g., live chats, case reviews, internal inquiries) in a fast‑paced environment.

5. Service Mindset – Positive attitude, strong sense of responsibility, committed to delivering exceptional service.

6. Training & Communication Skills – Excellent presentation and coaching abilities, able to simplify complex processes for others.

7. Schedule Flexibility – Willing to work varied shifts, including evenings and weekends.

8. Home Furnishing Knowledge (Plus) – Familiarity with common home furnishing materials, installation, maintenance, or design trends is a plus.

Ability to commute/relocate:

• Ortigas: Reliably commute or planning to relocate before starting work (Preferred)