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IntouchCX
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Subject Matter Expert

Subject Matter Expert

IntouchCX

1 - 5 years

3 - 5 Lacs

Hyderabad

Posted:2 hours ago| Platform:

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Skills Required

Sales International Voice BPO SME International Process International BPO

Work Mode

Work from Office

Job Type

Full Time

Job Description

Subject Matter Expert (CSR2) Immediate Joiner Wanted! | Join Our Team at Intouch CX

Location: Hyderabad
Are you passionate about delivering exceptional customer service and mentoring others to do the same? We're currently looking for an Immediate Joiner to step into the role of Subject Matter Expert (CSR2) a key position supporting our Customer Service Representatives and ensuring high-quality interactions with every customer.

As a Subject Matter Expert (CSR2), You Will

Represent our client partners, maintaining a deep knowledge of their brand, philosophy, promotions, and processes
Be a role model and advocate for our CSRs, providing front-line direction and support
Promote growth by delivering call evaluations, identifying training needs, and supporting career development
Collaborate with leadership and perform additional duties as assigned

As a Subject Matter Expert (CSR2), You Have

Education & Experience:
High school diploma or equivalent (required)
2+ years of experience in customer service and/or call center environment
Proven experience in coaching and mentoring
Strong ability to motivate and inspire others
A positive and adaptable mindset
Familiarity with ACD/IVR systems and performance metrics
Proficiency in MS Office (Word, Excel, PowerPoint)
Typing speed of 30 WPM with high accuracy
Excellent verbal, written, and listening skills
Able to build rapport across various team levels and client representatives
A confident facilitator and engaging communicator
Strong analytical and problem-solving abilities
Effective decision-making in dynamic situations
Exceptional organizational and prioritization skills
Willingness to work varied shifts including evenings, weekends, and holidays
Comfortable with change and fast-paced environments

anusha.kambapu@intouchcx.com

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Subject Matter Expert