NOW HIRING: CUSTOMER SERVICE SUBJECT MATTER EXPERT (SME)

Account: Expedia – T4M

Site: McKinley West, Taguig

Work Setup: Onsite

Schedule: Night Shift / Shifting Schedule

Target Start Date: ASAP

Salary Package: Up to ₱55,000–₱60,000

Package may still change depending on the hiring team's directives, but the current package to relay is ₱55K–₱60K.

POSITION OVERVIEW

We are looking for an experienced Customer Service Subject Matter Expert (SME) to support customer service operations for the Expedia – T4M account.

The role involves handling complex customer concerns, providing expert support, assisting with escalations, monitoring performance, coaching team members, and contributing to process improvements.

KEY RESPONSIBILITIES

- Provide customer service and support through phone, online chat, or text.

- Analyze and resolve customer issues, including complex concerns and escalations.

- Provide technical and non-technical customer support.

- Act as a subject matter expert and provide professional guidance to team members.

- Monitor KPIs, performance, and service quality.

- Conduct coaching and support performance improvement.

- Help implement short-term team activities and process improvements.

- Lead, motivate, and support team members.

- Take ownership of assigned professional responsibilities and deliver results within defined operational guidelines.

QUALIFICATIONS & REQUIREMENTS

- At least 6 months–1 year of experience handling a Global Business Travel (GBT) account in a BPO environment – MANDATORY

- Hands-on experience using Global Distribution Systems (GDS) – MANDATORY

- Previous BPO experience – MANDATORY

- At least 6 months–1 year experience as an SME, Team Leader, Customer Support, or similar supervisory/leadership role

- Experience in Travel, Hospitality, or Business Travel accounts

- Strong customer service operations and issue-resolution experience

- Experience with escalation management

- Knowledge of KPI monitoring, performance management, coaching, and process improvement

- Proven ability to lead, motivate, and manage a team

- Excellent communication, leadership, and problem-solving skills

- Willing to work onsite in McKinley West, Taguig

- Willing to work night shifts/shifting schedules

- Must be available to start ASAP

RECRUITMENT PROCESS

Validation → Interview with Hiring Team

Interview will be scheduled as soon as the candidate's database is cleared.

START SUBMITTING YOUR CVS NOW!