Job Description
Position Title: Subject Matter Expert
Reports To: Contact Centre Operations Manager/Program Manager/Team Lead
Location: Manila (In-Office - Face-to-Face)
Employment Type: Full time
Role Purpose
The Subject Matter Expert (SME) provides advanced support and guidance to Level 1 Customer Service and Tech Support agents. As an escalation point and knowledge leader, the SME ensures complex enquiries are resolved effectively while maintaining service quality and compliance with regulatory and business standards.
Key Responsibilities
• Serve as an escalation point for Level 1 agents for complex queries across tech support issues, billing, service faults, cancellations, compliance topics, etc.
• Provide mentoring and coaching to Level 1 teams to build capability and consistency
• Identify knowledge gaps and contribute to training content and process improvement
• Creating process documents and ensuring thei...
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