Subject Matter Expert (BPO) - For future opening
CGI Group, Inc.
Pasig, Pasig, Philippines
3d ago

Position Description

Subject Matter Experts provide expertise and knowledge in a specific area. Examples of essential duties include recommending best practices, answering to client inquiries with higher complexities, addressing escalations, reviewing technical documentation, liaising with stakeholders, coordinating work groups, and modeling excellent customer service.

Your future duties and responsibilities

Maintains and Demonstrates a depth and breadth of knowledge / skills in order to effectively and efficiently support operational needs

Addresses / Takes regular customer's issues / queries to maintain exceptional QA audit requirements and when needed (example : during high / peak volume).

Often acts as a technical resource and as a higher-level of support for escalations

Directly communicates with clients for high-complexity calls and process improvement recommendations

Responds to internal inquiries for coaching assistance

Identifies associate's strengths and opportunities and report findings up to Operations Leads

Participates in special tasks and performs other duties as assigned

Required qualifications to be successful in this role

Bachelor's Degree in any discipline

Background / Experience to Customer Service Delivery in the similar industry is an advantage but not a requirement

Demonstrates good oral and written communications skills with ability to articulate in an organized and concise manner.

Establishes customer needs through enhanced probing techniques.

Resolves customer complaints / concerns through active listening, empathy and professionalism.

Facilitates interactions with customers in a way that is in accordance with the Company's service strategy.

Establishes rapport and promotes effective relationships with customers and members; Good interpersonal skills

Typing / keyboarding proficiency

Very strong attention to detail

Ability to actively listen and follow directions and procedures; Ability to multi-task

Basic to Intermediate knowledge and experience in utilizing MS Office (Word, Excel, Power Point)

Must have internet at home - at least 5MBPS fixed line internet (DSL, Fiber, Broadband)

Amenable to work on shifting schedule

Willing to work in Ortigas, Pasig


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