CC Knowledge Expert
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Job Location:
Manila - Philippines
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
We are looking for a knowledgeable representative who will streamline the knowledge across Ops and Services to provide a flawless experience to our customersgivingquick responses according to the knowledge needs of the businessandprovidingthe highest quality of support to our representatives
Manila Hybrid Full-time
About the role
- All about knowledgebe the most knowledgeable representative making sure to stay up to-date with market knowledge and trends new procedures exceptions tech issues and more
- Role Model Be on your best behavior at all times and act as an example to representatives by having an optimistic can-do attitude: confident and willing to deal withchangeproblemsand new tasks
- Flexibility Readiness to play multiple tasks throughout the shift as well as proposing and running side projects andadditionaltasks based on need
- Associate Enhancement & Environment Provide representatives with the best knowledge support by combining knowledge and soft skills and promoting independence and fun
- Building the bridge Filling the gap between TLs and the floor by flagging knowledge/behavioral issues
- Eyes and ears of managementDue to the proximity between the KE and the associate they become the eyes and ears for management of the daily occurrences which are either contributing or affecting success both at the local inhouse level and global offices.
What youll do
- Assistingour representatives live and offline TheKE position places the responsibility ofassistingour associates to find on the spot solutions for unclear scenarios fill knowledge gaps online and handle escalated cases of our customers globally
- Additionalknowledge support forOutsource Ensure the outsource representativesmaintainthe highest level of knowledge by conductingweeklyQ&A and updates meetings
- Identifytrends and tech issuesbasedon the analysis of the escalation casesKes are toshare theirfindings on a regular basis
- Proposing and running side projects andadditionaltasks based on need taking on tasks from the Ops for businessCX teamcomplianceand any other task that may come based on needs both globally and locally
- Monitoringand QAtasks:Conduct monitoring and QA tasks for different hubs and departments according to need
Who you are
- Optimistic professionalcan-do attitude: confident and willing to deal with problems and new tasks rather than complaining or giving up
- Excellent Teamwork:Always looking to find the most synergisticway towork witheach person committed towards a shared goal maximizingthe individual strengths of team members to bring out their best.
- Quick learning abilities:Agile and quick to learn multitasker
- Able to work under pressure and with time constraints
- Strong customer-centric service mindset
- Excellent oral and written English communication skills
- 3 years of working experience in Customer care with minimum 1 year tenure in specialized roles.
- Bachelors degree in any major.
#LI-SL3
Key Skills
- System Architecture
- Records Management
- Zendesk
- Customer Support
- Live Chat
- IT Service Management
- ITIL
- Sharepoint
- Metadata
- Knowledge Management
- Intelligence Analysis
- Content Management
About Company
In today’s borderless digital world, Payoneer enables millions of businesses and professionals from more than 200 countries and territories to connect with each other and grow globally through our cross-border payments platform. With Payoneer’s fast, flexible, secure and low-cost solu ... View more
