Subject Matter Expert

Responsibilities: Understand customer issues and provide solution. Executes transactions as per prescribed timelines and follows all predefined procedures with the objective to meet the SLA targets for the specific process within guidelines, policies and norms of client and the company.Meet SLA and KPIsHandle escalation callsKnowledge and experience on ticketing tools.Displays superb customer service skills and capabilitiesBasic Operating System knowledgeKnowledge of common Microsoft Office products & servicesGood analytical abilityAbility to navigate common user interface elementsGood Reading skills - ability to understand ambiguous information, probe and consolidate into useable data Requirements: Graduate of any 4-year course or completed first year in collegeExperience in handling escalation calls.Minimum of 2 to 3 years work experience as an SME in BPO/shared services industry.Excellent oral and written communication.Good problem-solving skills and ability to multitask.Amenable to work in shifting schedule in Alabang.Amenable to work onsite. Benefits: Quarterly Performance Bonus24 Leaves annuallyCompetitive HMO and Life Insurance for the employee and 2 eligible dependents upon hireOutstanding career development opportunities and fast track career progressionEnjoy a fair work-life balance.Learning and Development TrainingsWe value Inclusion and DiversityGreat place to work certified.