Subject Matter Expert

As a Customer Service Representative at the company, your primary responsibility is to provide exceptional customer service by efficiently handling, tracking, and prioritizing client cases in accordance with regulatory guidelines. You will ensure timely resolution of cases by assigning them to the appropriate support team as per defined SLAs. - Ensure operational excellence by complying with contracts and regulations, acknowledging, tracking, prioritizing, updating systems, and reporting cases accurately. - Acknowledge client cases based on contract-defined SLAs, log them into the internal tool, and document all relevant case information daily. - Follow standard processes to track and prioritize cases, update the internal tool, and forward cases to agents and QAs. - Maintain internal knowledge bases for effective case logging and prioritize urgent cases as needed. - Identify and escalate serious client issues to Team Leader for non-compliance and untimely resolution. - Share case logs and status reports with clients and supervisors on a daily basis. Qualifications: - Mandatory Skill: Health and Welfare (HW) - Experience: 3-5 years Join the company for a journey of reinvention and constant evolution. They are committed to empowering individuals to design their reinvention and realize their ambitions. Be part of a purpose-driven business and contribute to building a modern company. Applications from individuals with disabilities are encouraged.,