Subject Matter Expert

6 months ago

Cape Town, South Africa amplify5 Full time

**Subject Matter Expert**

The Subject Matter Expert will be responsible for handling complaints, investigating information & finding remedial ways to ensure that the client is serviced effectively & efficiently for one of the largest US Telecommunication clients.

**What will you be doing?**
- Responding to queries from customer on calls, provide account/billing information and handle complaints regarding the organization’s products or services.
- Maintaining confidentiality, verifying information, etc. as described / explained by the client.
- Investigate missing information / payments / missing bills, compare invoices and identify gaps & follow correct process step to remediate the same.
- Understanding customer queries and responding to them ensuring that all queries/concerns are answered via telephony.
- Update account information and performs general maintenance upon customers’ request as per process.
- Understanding customer’s latent needs and maximizes sales opportunities to promote relevant products and services.
- Guides the customer to relevant web pages in the client website that offer the information they seek, if appropriate
- Exhibits promptness and politeness using the appropriate language while answering customer queries.
- Target Oriented - Works efficiently towards achieving the SLA based on the process requirement and meets the specified quality standards.

**Non
- Negotiable Requirements**:

- Must have a working smartphone device to complete 2 step verification when necessary.

**Qualifications**:

- Matric (Completed)

**Experience**:

- 12 months unbroken International BPO Customer Service experience
- 12 months unbroken US BPO Customer service experience
- 12 months Subject Matter Expert
- 12 months Voice experience (Retentions/ Sales/ Customer Service)

**Skills and Competencies**:

- Supporting Advisors as and when required
- Phone etiquettes (Effective Verbal communication through phone)
- Problem solving skills
- Self-motivated and collaborative
- Computer literate e.g., Outlook, Word
- Typing skills -20 wpm with 85% accuracy
- Communication skills (Good written & spoken)

**Benefits**:
**Salary**: R8 000,00 - R8 800,00 per month

Cape Town, Western Cape: Reliably commute or planning to relocate before starting work (required)

In return you will work for a dynamic business, that values its people, and puts them and our customers at the heart of everything we do. Want to help shape our rewards and recognition? Join our engagement team Want to take an early finish, on us, on your birthday? Get out and enjoy yourself Your voice will truly be heard, as we commit to build a true, people first business.

**Are we a match?**

**Job Types**: Full-time, Permanent

**Salary**: R8 000,00 - R8 800,00 per month

**Experience**:

- unbroken International BPO Customer Service: 1 year (required)
- unbroken US BPO Customer service: 1 year (required)
- Subject Matter Expert: 1 year (required)
- Voice experience (Retentions/ Sales/ Customer Service): 1 year (required)

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