Call center sme -subject matter expert - advanced english

807164

CRC ¢ 650 a 750 mil

Costa Rica Toda Costa Rica

Publicado 12 Jul 2021

Call center

4 Vacantes

Administración de Empresas / Otras

Infotree Global Solutions
Industria de la empresa:
Servicios

Descripción general

In this role, an SME is expected to handle complex customer conversations as per the agreed guidelines and also to assist the team to effectively manage the conversations. An SME is also expected to support the team lead to address training areas, conduct daily huddles, prepare corrective and preventive measures for customer escalations in order to improve customer satisfaction scores.

• Monitoring the performance of Call Center Representatives according to the call flow, service expectations
• Identifying opportunities for training and coach Call Center Representatives through corrective and preventive measures
• Identifying and reporting operational risks by analyzing calls/chats
• Preparing best practice decks, formulating documentation, checklists in order to help the team improve
• Reporting metrics and action plans to Call Center management
• Recommending changes and participating in analysis of workflows and procedures to improve efficiency in member service
• Assisting members and staff with account inquiries, account maintenance, and problem resolution on the phone, by email, or in writing as required
• Handling calls in a customer service environment
• Participating in ideation process, producing documentation, training the team on re-engineered process.

Requisitos para aplicar

Requirements:

• High School Diploma or GED Equivalent.
• At least 2 years of experience as a SME Service Matter Expert in call center/contact center.
• Advance level in English language – C1 minimum.

Datos complementarios

807164

Auxiliar, asistencial y otros

Especialista

Bachillerato edu. diversificada

Call center

2 años de experiencia

Contrato Indefinido

807164

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