Subject Matter Expert

As the Customer Service Tier I/II Specialist or Subject Matter Expert, you will handle inbound calls/emails/chat in a fast paced, high volume call center. You will interact with customers to assist with questions on the use and troubleshooting of the issue. You will also route calls to other departments based on the customers need. You will provide customer service by assisting with customer concerns, as well as manage escalations of your team members. The role includes providing support, product overview and basic technology instructions. Customer Service Specialists provides general assistance, as needed, to achieve and maintain success and satisfaction.

Responsibilities

• Handling of escalated Inbound/outbound customer calls/chats/emails.
• Create/Modify call scripting.
• Create/Modify/Updates Knowledge base
• Responsible for time management, adherence to schedule and attendance of self and team members.
• Follows all regulatory policies, procedures, privacy, and security standards in accordance with company policies

Candidate requirements

• 2-4 years of experience working in a retail ecommerce domain
• Exceptional verbal and written communication skills for English language
• Strong computer skills, proficiency navigating multiple websites and platforms.
• Proficient in Microsoft Office, Google Workspace, and call center software
• Team Management experience
• Versatility, flexibility, and willingness to work within constantly changing priorities.
• Friendly, confident, and capable phone presence
• Strong attention to detail, recognizing the importance of accuracy
• Experience managing multiple tasks across various channels
• Process-oriented yet adaptable, able to learn quickly in changing situations
• Effective at problem-solving, negotiation, and resolving conflicts in a constructive manner
• Maintains a customer-focused approach even under pressure
• Flexible availability, willing to work a rotating schedule
• Collaborative team player with the ability to work independently

Candidate Qualifications

• High School diploma or equivalent
• Experience in Retail Domain
• Bachelors Degree