Subject Matter Expert

19 hours ago

Hyderabad, India IntouchCX Full time

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

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