Auckland City, AucklandIt's fun to work in a company where people truly BELIEVE in what they are doing!We're committed to bringing passion and customer focus to the business.
Our mission is to 'become the worlds greatest customer engagements company' and we are looking for an experienced Subject Matter Expert (SME) to help us on this journey.
Concentrix is a worldwide recognized leader in providing innovative services and technology in order to deliver quality business solutions for some of the world's largest companies.
Globally, we provide customer experience services for over 450 of the worlds greatest brands.We run a call centre on behalf of one of New Zealand's leading air and travel companies, helping their clients across New Zealand and Australia.
We are seeking a Subject Matter Expert to be responsible for facilitating services between our iconic client, account team and the Client Service Centre (CSC).
You will analyse, design, create and implement processes which will support the CSC client base with emphasis on the management of Service Level Agreements (SLA’s).
Your ability to assist consultants with the correct procedures to resolve high severity problems and ensure we attain compliance will be critical to your success.
By developing innovative solutions and approaches to improve the quality of service the help desk delivers, you will support both new business acquisition and defend our existing client base in conjunction with the Operations Managers and Team Leaders.
SME responsibilities include : Assisting consultants to resolve high severity problems and maintain correct procedureEnsuring SLA’s are attained in accordance with contractual obligations and requirementsWorking with Team Leaders, Trainers, Quality Assurance Team and Operations Managers to roll out client specific training sessionsContributing to the achievement of CSC financial and operational targets with team or competency-
based improvementsential to be considered is : Demonstrated expert knowledge of processes for both QIK CARINA & AMPSThe ability to have challenging conversationsProfessional business acumen and proven maturityStrong organization skills and time managementA constant drive for self-
improvementGood verbal and written communication skillsGreat people skills and team orientationWhy you will want to join us : Broaden your experience further in a global organisationA fun and exciting place to work, with a great teamOpportunities to progress your career within the companyOn the job training and development and the support of a talented team of expertsExcellent facilities and a discount to Unitec gym and sport centreJob satisfactionOur SME’s work a rotational roster pattern of 4 x 10 hour shifts including weekends and public holidays so you will need to be comfortable with work on that basis.
All candidates must have current eligibility for permanent work in New Zealand to be considered and will complete standard pre-
employment checks.Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic .