Subject Matter Expert (CSR 2) - Temporary

IntouchCX; Metro Manila; On-site; PHP 446,000 - 725,000; Full time

Job summary

IntouchCX is seeking a Subject Matter Expert (CSR2) to lead and mentor our Customer Service Representatives, ensuring top-quality interactions and adherence to client brand standards.

You will coach CSRs, evaluate performance, deliver training, and partner with client teams to drive service excellence across shifts.

Qualifications

• High school diploma or equivalent is required.
• 2+ years experience in the call center 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.
• Proficiency with MS Office programs.
• Type at least 30 WPM with accuracy.
• Strong leadership and time management abilities.

Responsibilities

• Represent our client partners and maintain knowledge of client brand and promotions.
• Be advocates and role models for CSRs.
• Promote professional and personal development by administering feedback and training plans.
• Perform other duties as assigned.

Skills

Communication skills

Coaching & mentoring

Leadership

Problem solving

Adaptability

Time management

Rapport building

Education

High school diploma or equivalent

Tools

ACD/IVR systems

Performance statistics

MS Office (Word, Excel, PowerPoint)

Job description

About IntouchCX

IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships 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