Customer Service Subject Matter Expert (SME)
Contax360 BPO Solutions, a leading provider of global contact center solutions and a dynamic, focused and upwardly mobile organization; seeks qualified and professional individuals to join our team.
Now hiring for our Montego Bay Office:
CUSTOMER SERVICE Subject Matter Expert (SME)
JOB OBJECTIVE
The Subject Matter Expert (SME) is required to be proficient with all functions, processes related to the Campaign and be able to transfer knowledge accordingly. The SME is required to use his/her expertise to support the strategic direction of the campaign.
KEY FUNCTIONS AND DUTIES
a) Provide assistance to agents.
b) Assist with escalated issues.
c) Conduct training or provide assistance with training when required.
d) Act as a supervisor when requested and supervise the shift in the absence of the supervisor.
e) Communicate performance issues to the Supervisor and Quality Analyst.
f) Communicate with supervisor to ensure work status and any obstacles to achievement are clearly understood.
g) Assist with any reporting or support type tasks assigned by a supervisor or manager.
h) Participate in client calls, calibrations or meeting when deemed necessary.
i) Assist in maintaining decorum, governance/order and professionalism in the department.
j) Report all technical or system related issues internally to supervisor, manager and IT.
k) Perform other duties as assigned.
JOB SPECIFICATION / COMPETENCIES
- CXCs and or O’Levels
- Proficiency in the use of computer software applications including Microsoft Word, Excel and PowerPoint
- Good supervisory and motivational skills
- Excellent teamwork and interpersonal skills
- Strong analytical and problem solving skills.
- Ability to work under pressure and without constant supervision
- Excellent oral and written communication skills
- Ability to work on own initiative
- Ability at planning and coordinating activities
- Ability to demonstrate tact, confidentiality and professionalism in the execution of duties
All applicants must have a valid Government issued photo ID, TRN & NIS. Successful candidates must be able to furnish a police record and pass an employment background check.
Please read carefully before signing.
Contax360 BPO Solutions is an equal opportunity employer. Contax360 BPO Solutions does not discriminate in employment on account of race, color, religion, national origin, citizenship status, ancestry, age, sex (including sexual harassment), sexual orientation, marital status, physical or mental disability, military status or unfavorable discharge from military service.
I understand that neither the completion of this application nor any other part of my consideration for employment establishes any obligation for Contax360 BPO Solutions to hire me. If I am hired, I understand that either Contax360 BPO Solutions or I can terminate my employment at any time and for any reason, with or without cause and without prior notice. I understand that no representative of Contax360 BPO Solutions has the authority to make any assurance to the contrary.
I attest with my signature below that I have given to Contax360 BPO Solutions true and complete information on this application. No requested information has been concealed. I authorize Contax360 BPO Solutions to contact references provided for employment reference checks. If any information I have provided is untrue, or if I have concealed material information, I understand that this will constitute cause for the denial of employment or immediate dismissal. I understand that if I am not hired within 30 days of this application, it will be null and void and will need to reapply.
ELECTRONIC SIGNATURE NOTICE AND CONSENT
This notice is intended to provide you with important information required by the Electronic Signatures in Global and National Commerce Act (E‐Sign Act).
Consent: By entering your name, you consent to submit your employment application and all related forms, documents and information electronically. You further consent to conduct any matters related to the recruiting, application, background check and/or onboarding process electronically. Typing your name in the textbox under or on a form, entering your login password, and clicking on "Submit", will constitute your electronic signature.
Right to Withdraw Your Consent: You have the right to withdraw your consent to receive disclosures and submit information electronically. If you choose to withdraw your consent, the application process will be terminated. You may withdraw your consent by contacting the Company, and typing in "Withdraw" in the textboxes for the Certification and Background Disclosure pages.
Paper Copies of Electronic Records: If you wish to obtain a copy of your application, you may proceed with printing.
Updating contact information: It is your responsibility to update the Company regarding any changes to your e‐mail address or other contact information.