Subject Matter Expert - Shaw

Ibex Limited; Manila, Hinoba-an; On-site; PHP 420,000 - 540,000; Full time

Job summary

Ibex Limited is seeking a Subject Matter Expert to provide support within the department and oversee day-to-day operations, performance and results for assigned teams. The role ensures quality and accuracy across tasks and processes.

The ideal candidate has a Bachelor’s Degree (any field) or equivalent, at least 2 years in a customer service environment in a BPO/KPO, and strong communication, analytical and reporting skills. Willingness to work a graveyard/shifting schedule is required.

Qualifications

• Bachelor’s Degree (any field) or equivalent work experience.
• Minimum of 2 years work experience in customer service environment in a BPO/KPO or similar industry.
• Knowledgeable on product or account he or she will be supporting.
• Track record in providing excellent service in Level 1 support.

Responsibilities

• The Subject Matter Expert provides support within the department and oversees the day-to-day operation, performance and results for their assigned teams.
• Ensures work is performed with quality, accuracy and the highest standards; applies knowledge of systems related to the job function and expertise for all tasks and processes supported.

Skills

Strong communication

Reporting skills

Analytical skills

Organizational skills

Education

Bachelor’s Degree or equivalent

Job description

Overview

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Responsibilities

The Subject Matter Expert provides support within the department and are responsible for overseeing the day to day operation, performance and results for their assigned teams ensuring work is performed with quality, accuracy and with the highest standards. The SME must have extensive knowledge of systems related to the job function and expertise for all tasks and processes for which they support.

Qualifications

REQUIREMENTS:

• Bachelor’s Degree (any field) or equivalent work experience
• Minimum of 2 years work experience in customer service environment in a BPO/KPO or similar industry

Knowledge

• Track record in providing excellent service while in Level 1 support
• Knowledgeable on product or account he or she will be supporting

Skills

• Strong communication skills
• Above average reporting skills
• Excellent analytical skills
• Must possess effective organizational skills and time management skills

Abilities

• Ability to apply knowledge of accounts business, technology and processes to manage escalations and lead more junior team members.
• Ability to problem solve independently and make fast but high quality decisions
• Ability to create, interpret and analyze reports
• Ability to exhibit professionalism
• Ability to drive for results and motivate others in order to meet organizational goals, expectations and requirements of internal and external customers.
• Ability to work a flexible schedule (graveyard/shifting schedule)