Subject Matter Expert

Job Responsibilities:

1. Complex Issue Resolution – Handle escalated customer inquiries and complaints from first-line CSR agents, providing professional and efficient solutions to ensure customer satisfaction.

2. Expert Support – Deliver in-depth analysis and accurate responses for complex scenarios such as product information, order status, billing issues, and account inquiries, driving cases to closure.

3. First-Call Resolution – Act as the escalation endpoint, striving to resolve customer issues in a single interaction and minimize repeat contacts or transfers.

4. Knowledge Management & Training – Document typical cases and solutions, assist in building and maintaining the knowledge base; regularly provide product knowledge, communication skills, and process training to frontline agents.

5. Quality Monitoring & Feedback – Sample-monitor calls or review case logs to identify common service gaps and improvement opportunities, propose actionable suggestions to operations management.

6. Cross-Functional Collaboration – Work closely with product, technical, logistics, and sales teams to drive root cause resolution and enhance overall customer experience.

7. Revenue Support – Identify customer needs appropriately, guide upsell or cross-sell opportunities for high-value products or renewals, helping the team achieve revenue targets.

Qualifications:

1. Language Skills – Fluent spoken English with excellent communication skills

2. Experience – Minimum 2 years of customer service experience, with at least 1 year in a senior CSR or SME role; background in home furnishing, retail, or e-commerce is preferred.

3. Problem-Solving Ability – Strong logical thinking, able to quickly identify core issues in complex situations, with excellent attention to detail.

4. Multitasking – Capable of handling multiple tasks simultaneously (e.g., live chats, case reviews, internal inquiries) in a fast-paced environment.

5. Service Mindset – Positive attitude, strong sense of responsibility, committed to delivering exceptional service.

6. Training & Communication Skills – Excellent presentation and coaching abilities, able to simplify complex processes for others.

7. Schedule Flexibility – Willing to work varied shifts, including evenings and weekends.

8. Home Furnishing Knowledge (Plus) – Familiarity with common home furnishing materials, installation, maintenance, or design trends is a plus.

Job Type: Full-time

Ability to commute/relocate:

• Ortigas: Reliably commute or planning to relocate before starting work (Preferred)

Experience:

• BPO: 1 year (Preferred)
• SME: 1 year (Preferred)

Work Location: In person