Level Up Talent Solutions is looking for a Customer Service Representative – SME to join our team. This role is ideal for an experienced customer service professional who can serve as a reliable point of support for frontline representatives, assist with complex customer concerns, and ensure that account processes and service standards are consistently followed.

Key Responsibilities:

• 
  Provide guidance and real-time support to Customer Service Representatives on account processes, policies, products, and procedures.

• 
  Handle complex customer concerns and escalations by identifying appropriate and effective resolutions.

• 
  Assist frontline representatives in resolving issues that require SME-level knowledge or intervention.

• 
  Ensure that customer concerns are handled professionally, accurately, and within established company guidelines.

• 
  Monitor recurring customer issues and provide recommendations to improve processes and customer experience.

• 
  Support the team in maintaining compliance with account policies, procedures, and service standards.

• 
  Collaborate with supervisors and other support teams to resolve customer concerns and operational issues.

• 
  Share updates, process changes, and important account information with team members.

• 
  Demonstrate strong judgment and decision-making when handling sensitive or escalated concerns.

• 
  Maintain accurate documentation of customer interactions, escalations, and resolutions when required.

• 
  Perform other related duties that may be assigned to support overall team and account objectives.

Requirements

• 
  At least 12 months experience as SME/ Senior CSR or least 6-12 month experience as CSR Supervisor

• 
  Strong knowledge of account processes, policies, products, and procedures

• 
  Strong problem-solving and decision-making skills

• 
  Ability to handle customer escalations and provide appropriate resolutions

• 
  Strong organizational and multitasking skills

• 
  Amenable to night shift schedule

• 
  Willing to work onsite