Subject Matter Expert - CS

I’m interested

Location

Aseana 3, Parañaque City, Metro Manila

Contract type

Full-time

Hours

Shifting

Workplace policy

Hybrid

Job description

William Hill in Manila


Like any great sports team, we’ve been hard at work since we got going in 1934. It’s not by chance we became one of the largest global sports betting and gaming companies, and we’re not relying on luck.


Together we’re on a journey to build a better business. With us, you’ll balance flexibility and performance in a culture built on trust. We’ll give you the space to be yourself and the tools you need to protect our customers while they play. We’ll invest in your future to help you develop your unique strengths and build a career that’s right for you. Sound good? Then you belong here.


Your role in the team


The Subject Matter Expert is dedicated to offering the highest level of front-line service to our customers through Chat, Email & Voice. Through their experience they have been able to develop their skills to an extremely high level in order to offer excellent service while sometimes also providing real-time support to their less experienced colleagues – as business needs require. 


Main Duties and Responsibilities:


1. Front-Line Customer Interactions

Estimated percentage of time: 60%

  • Provides front-line support via Email, Chat and Voice (scheduled)
  • Maintain personal Quality scores at a minimum of Meets Expectations
  • Acts as a secondary support as customer contact volumes require

2. Escalations & Advisor Support

Estimated percentage of time: 35%

  • Handle customer escalations, complaints and complex queries
  • Utilise expertise to provide proactive updates to team members on best practices
  • Support less experienced members of the team through real-time support & contact takeovers when required
  • Maintain escalations tracker to support team managers in identifying root causes for performance issues & identify knowledge gaps
  • Provide insight to Training, Quality Coaches & Team Leaders on agent development areas

3. Team Events & Team Leader Support

Estimated percentage of time: 5%

  • Support Team meetings and provide input regarding content when required
  • Attend personal coaching sessions
  • Support coaching of less experienced advisors on an adhoc basis
  • Conduct/facilitate Team meetings as needed
  • Conduct refresher trainings as needed

The percentages outlined above are estimates only and will change based on management discretion and business needs.


Position Dimensions:

  • Personal customer experience scores (Quality, CSAT, etc.)
  • Personal schedule adherence and absenteeism
  • Personal call control as evidenced in AHT performance
  • Adherence to escalation process and all other processes as documented in Jira'

Minimum Eligibility (For Internal)

  • No active disciplinary records
  • Minimum 1 year tenure in (current role) is required