Subject Matter Expert (SME/Escalations Specialist)

YaoYao Global; Manila; Sur place; PHP 360 000 - 540 000; Plein temps

Résumé du poste

YaoYao Global in Manila is seeking a dedicated SME/Escalations Specialist to manage and follow up on negative reviews, reach out to customers, and provide resolutions to restore satisfaction. You will coordinate with customer service, sales, and operations to resolve post-sales issues, document cases accurately, and maintain reliable attendance while adhering to onsite work policies.

This full-time role offers paid training and opportunities for permanent status as the team works to improve

Qualifications

• Customer service experience required.
• Strong troubleshooting skills.
• Solid technical knowledge relevant to product and services.
• Excellent communication skills, both written and spoken.
• Proven problem-solving abilities with a structured approach.
• Good product knowledge and ability to learn quickly.
• Effective time management and prioritization.
• Team collaboration across departments to resolve issues.

Responsabilités

• Manage and follow up on negative reviews.
• Reach out to customers via phone, message, or chat to address negative feedback and offer solutions.
• Provide compensation or alternative resolutions following SOPs to ensure a positive experience.
• Persuade customers to revise reviews while maintaining professionalism.
• Work toward team targets for review modifications and reversal rates.
• Track and update review cases with accurate documentation.
• Maintain attendance with on-time clock-in/out and adhere to onsite schedules.
• Collaborate with customer service, sales, and operations to resolve post-sales issues.

Connaissances

Customer Service

Troubleshooting

Technical Knowledge

Communication Skills

Problem Solving

Product Knowledge

Time Management

Team Collaboration

Description du poste

Subject Matter Expert (SME/Escalations Specialist)

Job Description

• Manage & Follow Up on Negative Reviews
• Reach out to customers via phone, message, or chat to address negative feedback and offer appropriate solutions.
• Provide compensation or alternative resolutions following company SOPs to ensure a positive customer experience.
• Persuade customers to revise their reviews to 4-5 stars while maintaining professionalism and integrity.
• Work towards achieving team targets for review modifications and reversal rates.
• 2. Track & Update Review Cases
• Maintain an organized system for monitoring and updating negative review tickets.
• Ensure accuracy and completeness when documenting case details in the system.
• Maintain reliable attendance with on-time clock-in and clock-out.
• Adhere to onsite work policies and team scheduling to support smooth operations.
• 4. Cross-Department Coordination
• Collaborate with customer service, sales, and operations teams to resolve post-sales issues efficiently.
• Promote effective communication to expedite issue resolution and enhance the overall customer experience.
• 5. Enhance Customer Satisfaction with Global Teams
• Work closely with the international team to align strategies and implement best practices for review management.
• Continuously seek ways to improve customer satisfaction and brand reputation.

Job Types: Full-time, Permanent

Benefits

• Company events
• Health insurance
• Paid training
• Promotion to permanent employee

Requirements

• Customer Service
• Troubleshooting
• Technical Knowledge
• Communication Skills
• Problem Solving
• Product Knowledge
• Time Management
• Team Collaboration

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