Assistant Subject Matter Expert

#BeMore

Do you aspire for a rewarding career that lets you do more and achieve more? Unleash your full potential at work with TDCX, an award-winning and fast-growing BPO company.

Work with the world’s most loved brands and be with awesome, diverse people. Be home, belong, and start your journey to #BeMore! Top Reasons to work with TDCX

Attractive remuneration, great perks, and performance incentives

Comprehensive medical, insurance, or social security coverage

World-class workspaces

Engaging activities and recognition programs

Strong learning and development plans for your career growth

Positive culture for you to #BeMore at work

Easy to locate area with direct access to public transport

Flexible working arrangements

Be coached and mentored by experts in your field

Join a global company, winner of hundreds of industry awards
What is your mission?

Role Overview:
o Conducts investigations and attempts to resolve escalations raised by buyers/sellers/creators (Simple to complex issues) on E-commerce-related inquiries within the scope of product documentation according to the given SOPs.

Responsibilities:
o Handles both Inbound and Outbound calling.

o Become and remain knowledgeable and passionate about leading E-commerce products and services standards.

o Investigate and resolve issues that are reported by buyers/sellers/creators such as checking order and logistics status.

o Review the reported issues within the designated LOB within agreed KPIs, turnaround times, and standards of quality.

o Escalate issues to the client in accordance with the MSA and SOW.

o Capable of coping with peaks in contact volumes during promotion seasons.

o Complete and pass all required basic product related trainings.

Who are we looking for?
o Preferably candidates who have achieved either a college degree or an equivalent diploma. (for confirmation if UG, Vocational, and Diploma course can be considered)

o At least 2 years Customer Service experience / Call Center environment.

o Thrives in fast and dynamic environments.

o Non-voice (Chat or Email) and Voice experience is required (can be cumulative)

o Experience in Outbound Calls is preferred.

o Experience in e-commerce or marketplace platforms is a plus.

o Must meet language requirements (C1).

o Meticulous and organized.

o Have a good temper to handle disputes and emergencies.

o Customer service and results oriented.

o Have strong customer service skills, verbal and written communication skills and empathy, rational decision making.

o Able to handle both inbound and outbound calls.

o Successful track record working in a high-volume environment.

o Has a typing speed of at least 40 words per minute.

o Strong analytical and problem-solving skills in analyzing issues, for evaluation and resolution.

o Have strong understanding of e-commerce.

Who is TDCX?

TDCX (NYSE: TDCX) provides transformative digital CX solutions, enabling world-leading and disruptive brands to acquire new customers, build customer loyalty, and protect their online communities.

TDCX helps clients, including many of the world’s best brands, achieve their customer experience aspirations by harnessing technology, human intelligence, and our global footprint. We serve clients in fintech, gaming, technology, home sharing and travel, digital advertising and social media, streaming, and e-commerce. Our expertise and strong footprint in Asia have made us a trusted partner for clients, particularly high-growth, new economy companies looking to tap the region’s growth potential.

We pride ourselves on discovering and employing the best professionals to join us as we transform the outsourced CX industry. Our commitment to #BeMore for our people, our clients, and our community has led to us winning several hundreds of industry awards, including being one of the best companies to work for in Asia.

From our first-rate workspaces, above-industry-average compensation packages, career opportunities, to our workplace perks, find out what else is in store when you embark on a career with TDCX.