FOR POOLING: Subject Matter Expert (HK Retail, ONSITE)

Schedule: Monday to Friday (8:00 AM - 5:00 PM PHT)

Salary: PHP 25,000

This post is for pooling (Once role is open for hiring, we will start calling candidates that are shortlisted for an interview)

What are we looking for

Skills Required

• Minimum 4+ years of experience in customer service, customer support, contact centre, or e-commerce support roles.
• At least 1 year of leadership, supervisory, or coaching experience.
• Experience leading teams supporting customers through email, live chat, and digital communication channels.
• Experience managing customer escalations, quality assurance activities, and service performance metrics.
• Experience using CRM, customer service, and ticketing platforms such as Zendesk, Gorgias, Salesforce Service Cloud, or similar.
  
  

Nice to Have:

• Experience within e-commerce, online retail, marketplace, or consumer-focused environments.
• Experience supporting international customers across multiple markets and regions.
• Strong stakeholder management capabilities.
• Proficiency in Microsoft Office applications and reporting tools.
• Process improvement and workforce management experience.
  
  

What will you do

• Lead, coach, and develop a team of Customer Service Agents to achieve performance and customer experience goals.
• Conduct coaching sessions, performance reviews, and development discussions.
• Support onboarding, training, and continuous learning initiatives.
• Monitor daily operations to ensure service levels and productivity targets are achieved.
• Manage workforce planning, scheduling, attendance, and resource allocation.
• Act as the primary escalation point for complex customer concerns.
• Monitor and report on team performance, quality, and customer satisfaction metrics.
• Collaborate with stakeholders on operational improvements and business priorities.
  
  

Join the awesome team and enjoy these benefits & perks:

• Office-based work arrangement at Mega Tower, Mandaluyong City
• Medical, Dental Coverage from Day 1 of employment with 2 HMO dependents upon regularization.
• Paid Vacation and Sick Leave (with Quarterly Sick Leave Conversion).
• Competitive salary package and annual appraisal.
• Financial Assistance Program.
• Mandatory Government Benefits and 13th Month Pay.
• Complimentary Sleeping Quarters and Coffee at no cost.
• Complimentary Office Fitness and Wellness Facilities at no cost.
• Regular Company Events, Work-Life Balance, and Career Growth Opportunities.
• Accessible location at the heart of Metro Manila, Mega Tower, EDSA.
  
  

JOIN CONNECTOS NOW!

ConnectOS is certified as a Great Place to Work and is a top-rated Philippines employer of choice. We're a leading provider of offshore talent for organizations worldwide and one of the fastest-growing offshoring companies in the world.

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Equal Employment Statement

Employment decisions at ConnectOS will be conducted without consideration of age, race, color, religion, gender, disability status, sexual orientation, gender identity or expression, genetic information, and marital status. ConnectOS ensures the full confidentiality of the data it processes.