CC Knowledge Expert

We are looking for a knowledgeable representative, who will streamline the knowledge across Ops and Services to provide a flawless experience to our customers, giving quick responses according to the knowledge needs of the business, and providing the highest quality of support to our representatives 

Manila | Hybrid | Full-time

About the role

• All about knowledge – be 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 with change, problems and new tasks 
• Flexibility – Readiness to play multiple tasks throughout the shift, as well as proposing and running side projects and additional tasks 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 TL’s and the floor by flagging knowledge/behavioral issues 
• Eyes and ears of management – Due 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 you'll do

• Assisting our representatives live and offline – The KE position, places the responsibility of assisting our associates to find on the spot solutions for unclear scenarios, fill knowledge gaps online and handle escalated cases of our customers globally 
• Additional knowledge support for Outsource – Ensure the outsource representatives maintain the highest level of knowledge, by conducting weekly Q&A and updates meetings 
• Identify trends and tech issues – based on the analysis of the escalation cases, Ke’s are to share their findings on a regular basis 
• Proposing and running side projects and additional tasks based on need – taking on tasks from the Ops for business, CX team, compliance, and any other task that may come based on needs, both globally and locally 
• Monitoring and QA tasks: Conduct monitoring and QA tasks for different hubs and departments, according to need 

Who you are 

• Optimistic, professional can-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 synergistic way to work with each person committed towards a shared goal, maximizing the 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.
• Bachelor’s degree in any major.

 

#LI-SL3