grid Services support - subject matter expertClearSource

Trade your job for a career at ClearSource!
Are you passionate about coaching and helping growth of the team?
For more than a decade, ClearSource has delivered on our promises by nurturing careers and helping our staff turn professional goals and personal dreams into reality.
ClearSource is different because we hire the best and help them thrive. We do this by helping our people get what they want by working with them to achieve their dreams. So just what would you be doing as a ClearSource Grid Services Support SME?
You'd be helping the company with providing knowledge to a team and achieving its goal. In short, you will practice your expertise while doing what you love.
Core Responsibilities:
Responds to and resolves escalated issues and/or unique or complex requests from customers ·
Coaches and answers questions for the team · Supports leadership in day-to-day business objectives ·
Adheres to quality and performance standards · Leads by example; motivates and encourages agents to achieve service level goal ·
Works with leadership to identify and implement process improvements ·
Serves as a company ambassador by delivering a high level of professionalism and quality through the delivery of exceptional customer service and support by utilizing strong verbal and written communication skills and effective telephone techniques ·
Troubleshoots and problem solve customer's issues or concerns by providing solutions, recommendations, replacements, a gathering of sensitive information, and/or detailed product information with a sense of urgency while using a positive and empathic approach at all times ·
Completes, maintains, and processes pertinent paperwork and records with high attention to detail to ensure accurate data is entered in CRM and other technology as needed ·
Completes daily tasks within pre-established timelines by appropriately prioritizing multiple tasks within or across projects or cross-functional teams with minimal direction from management ·
Meets all identified team and client performance metrics, goals, and deadlines in a fast-paced, ever-changing, high-performing team-based environment. Provides backup support to other teams as needed ·
Takes the initiative to obtain and consistently upgrade product knowledge ·
Builds relationships and works closely with customers, co-workers, and all levels of the organization in a positive manner to supply necessary updates and reporting as needed ·
Recommends improvements to management in service, product, procedures, and/or packaging to support operational excellence or to prevent future issues of a similar nature ·
Report any training needs or system errors/discrepancies to the supervisor ·
Complete other tasks as deemed appropriate by the supervisor ·
Regular attendance, punctuality, and adherence to the agreed-upon schedule of availability are conditions of employment and essential function of this position
Requirements
College Graduate · Customer care experience, including phone, email, and chats ·
Excellent interpersonal and communication skills ·
Ability to de-escalate high intensity situations ·
Ability to use good judgment and make decisions independently ·
Ability to lead by example · Ability to train, coach, and develop others ·
Ability to negotiate and persuade others · Demonstrated analytical skills ·
Ability to manage multiple projects and/or tasks ·
Proven organizational planning skills ·
Ability to work some Saturdays on a rotating basis ·
Ability to establish and identify changing priorities in a fast-paced Call Center environment
Benefits
Competitive salary
Medical and Dental Insurance (With free dependents)
Group life insurance
Paid time off (PTO) such as sick days and vacation days
13th Month Pay
Outstanding career growth
Career growth opportunities
Passionate, energetic & innovative work culture
Friendly team driven environment
Skills and experience development
ClearSource

Pasig City, Metro Manila
Permanent
Full-time