Subject Matter Expert
Subject Matter Expert
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Job Description
nsure provision of customer support services through various channels of communication including phone email and other media to the end customers of the Client by providing support and mentoring to consultants and assistance to the Team manager; performing regular quality audits and act as first point of contact for the agents and the Client.
- Were a roundtheclock operation so youre cool with flexible shiftsincluding evenings weekends or holidaysbecause great service never sleeps.
- This role is 100 onsiteyoull be working from the office collaborating facetoface with the team and soaking in the energy (and coffee of our shared workspace.
Qualifications :
Responsibilities:
- Act as the goto expert on all things related to the project features policies and compliance.
Monitor customer interactions to ensure quality accuracy and adherence to tone process and regulatory standards.
Identify gaps in workflows and collaborate with operations QA and training teams to streamline support processes and enhance CX.
Handle advanced or escalated cases that require deep product knowledge or special handling
Work closely with product managers compliance teams and IT to relay feedback from customers and push for feature fixes or improvements.
Provide targeted coaching and sidebyside support to agents to improve accuracy and customer interaction quality.
Provide any information that a consultant requires to do their job well;
Help the Team managers monitor the email/chat/voice queues;
Assist new hires with product and process questions;
Requirements:
Previous experience on the same or similar position;
High school / University degree;
Excellent knowledge of Bulgarian language and English level B2 as per European language frame;
Strong customer service focus with ability to handle difficult situations with a calm professional manner;
Ability to show empathy and be persuasive;
Strong listening skills and good follow up skills;
Ability to multitask and to make quick decisions;
Excellent communication skills both written and verbal;
Precision loyalty organization;
Willingness to work in shifts and public holidays is a must;
Additional Information :
Additional Information:
- Additional health and life insurance coverage
- Domestic relocation to one of our officess cities
- Generous annual leave
- Food vouchers and various discounts
- Transportation / Utilities allowance
- Competitive salary and clear career progression
- Worldclass onthejob training
- Work in a cozy office
All your information will be kept confidential according to EEO guidelines.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
