The main purpose of the Subject Matter Expert is to be a resource and help to the team members they are assigned to assist. Ensuring they have an available resource to help answer questions about policies, procedures, and the material parts of their job.
The Subject Matter Expert is responsible for handling escalations (phone, email, chat) from the Billing Department. The SME is expected to possess solid product knowledge and customer service skills to handle complex issues of accounts receivable representatives and customers.
They are also a resource for managers to ensure that proper training is being understood and that the training is aligned with needs within operations. They assist in these roles by: * Being the first line of help to agents on the floor to answer their questions about work processes and their specific assignments.
Documenting the types and frequency of questions from team members in order to make recommendations about resources that may be helpful, including training, written procedures, process maps, guides, etc...
Refer questions that cannot be answered or that may need further documentation to the Point of Contact (POC) on the account. Disseminate answers to those who may need to understand the process.
Help to create documentation and resources in conjunction with the POC.
When appropriate assist the POC in conducting training for the local team.
Perform Quality Control (QC) on work generated by the Digital Billing Representatives to ensure finished products meet requirements defined in protocols. Help document, address, and resolve issues as they arise; and assist team leader to gather data for performance trends reporting.
Perform customer request/problem identification and follow defined incident notification and escalation procedures to ensure they are communicated effectively and receive proper management attention to be resolved correctly.
Apply understanding of the assigned business processes to identify gaps and propose continuous improvement measures.
Conduct themselves as an example of the effectiveness and diligence within their assignment as an agent. Or in other words, continue to perform the responsibilities of the agents on their account on top of the expected SME duties.
Other relevant duties may be assigned from time to time.
PMAX Global
PMAXGlobal
The Subject Matter Expert is responsible for handling escalations (phone, email, chat) from the Billing Department. The SME is expected to possess solid product knowledge and customer service skills to handle complex issues of accounts receivable representatives and customers.
They are also a resource for managers to ensure that proper training is being understood and that the training is aligned with needs within operations. They assist in these roles by: * Being the first line of help to agents on the floor to answer their questions about work processes and their specific assignments.
Documenting the types and frequency of questions from team members in order to make recommendations about resources that may be helpful, including training, written procedures, process maps, guides, etc...
Refer questions that cannot be answered or that may need further documentation to the Point of Contact (POC) on the account. Disseminate answers to those who may need to understand the process.
Help to create documentation and resources in conjunction with the POC.
When appropriate assist the POC in conducting training for the local team.
Perform Quality Control (QC) on work generated by the Digital Billing Representatives to ensure finished products meet requirements defined in protocols. Help document, address, and resolve issues as they arise; and assist team leader to gather data for performance trends reporting.
Perform customer request/problem identification and follow defined incident notification and escalation procedures to ensure they are communicated effectively and receive proper management attention to be resolved correctly.
Apply understanding of the assigned business processes to identify gaps and propose continuous improvement measures.
Conduct themselves as an example of the effectiveness and diligence within their assignment as an agent. Or in other words, continue to perform the responsibilities of the agents on their account on top of the expected SME duties.
Other relevant duties may be assigned from time to time.
PMAX Global
PMAXGlobal
Other Info
Cebu City, Cebu
Permanent
Full-time
Permanent
Full-time
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PMAXGlobal
About the company
Position INTERNal: intake sme recruited by the company PMAXGlobal at Cebu, Cebu, Joboko automatically collects the salary of , finds more jobs on INTERNAL: Intake SME or PMAXGlobal company in the links above