About the Job
The Subject Matter Expert (CSR2) is a key player at IntouchCX, responsible for guiding our Customer Service Representatives and ensuring high-quality service in every customer interaction.
As a Subject Matter Expert (CSR2), You Will…
- Represent our client partners, acquiring and maintaining knowledge about their brand, philosophy, promotions, and processes.
- Act as a role model and advocate for our CSRs.
- Foster the professional and personal growth of team members by providing feedback from call evaluations, identifying training needs, and offering career advancement opportunities.
- Perform additional duties as needed.
As a Subject Matter Expert (CSR2), You Have…
- High school diploma or equivalent (required).
- 2+ years of experience in the call center and/or customer service industry.
- Experience in coaching and mentoring.
- Familiarity with call center systems, ACD/IVR, and performance metrics.
- Flexibility to work various shifts, including days, evenings, and holidays.
- Excellent communication skills: Listening, speaking, and writing.
- Proficiency in MS Office (Word, Excel, PowerPoint).
- Typing speed of 30 WPM with accuracy.
- Strong leadership abilities, including critical thinking and problem-solving skills to address challenges.
- Ability to build rapport with clients and interact effectively with team members at all levels.
- Engaging communicator, capable of speaking and facilitating successfully.
- Ability to motivate and develop employees through positive reinforcement.
- Strong analytical, problem-solving, and decision-making abilities.
- Comfortable with technology and adapting to frequent technological changes.
- Flexibility to embrace change and innovation.
- Be a role model and exemplify behaviors aligned with our cultural values.
- Exceptional time management, organizational, and prioritization skills to ensure timely completion of tasks.