Subject Matter Expert (Sme)

Onsite - BGC, TaguigQualificationsGraduate of any 4-year course or completed first year in collegeExperience in handling escalation calls.Minimum of 3 years of work experience as an SME in the BPO/shared services industry.Excellent oral and written communication.Good problem-solving skills and ability to multitask.Amenable to work in shifting schedule in BGC.Amenable to work onsite.Key ResponsibilitiesUnderstand customer issues and provide solution.Executes transactions as per prescribed timelines and follows all predefined procedures with the objective to meet the SLA targets for the specific process within guidelines, policies and norms of client and the company.Meet SLA and KPIsHandle escalation callsKnowledge and experience on ticketing tools.Understanding of the Financial industry, products, ISP related services, etc.Understanding of common Financial terminologyDisplays superb customer service skills and capabilitiesBasic Operating System knowledgeKnowledge of common ISP products & servicesGood analytical abilityAbility to navigate common user interface elementsGood Reading skills - ability to understand ambiguous information, probe and consolidate into useable data