[HELLOCONNECT] IJP - Senior Customer Care Specialist (SME)
Core
Serve as a Subject Matter Expert supporting frontline agents via a Learning Channel and resolving complex customer inquiries through a Handover Inbox.
Role type
Senior Customer Care Specialist (SME)
Builds
Operational guidance for agents and resolved complex customer cases
Domain
Business Process Outsourcing (BPO) / Customer Support
Deliverable
client delivery
Required skills
Product & process expertise, problem-solving, communication, prioritization, teamwork
Preferred skills
Ability to guide agents, identify root causes, adapt to operational changes
Responsibilities
Provide timely responses to operational questions raised by frontline agents; Guide agents through customer scenarios and process clarifications; Investigate and resolve complex customer inquiries within approved authority limits; Identify recurring questions and knowledge gaps to recommend SOP updates; Support frontline queue operations by handling standard and complex inquiries as needed.
