Subject Matter Expert – Customer Service (CSR2)

About the role

IntouchCX is looking for a Subject Matter Expert (CSR2) to provide front‑line direction to Customer Service Representatives and ensure high‑quality service in every customer interaction. You will act as a brand ambassador for client partners while coaching and developing the team.

Key responsibilities

• Represent client partners and maintain up‑to‑date knowledge of their brand, philosophy, promotions and processes.
• Serve as an advocate and role model for Customer Service Representatives.
• Promote professional and personal development by delivering call‑evaluation feedback, identifying training needs, and supporting career‑growth programs.
• Perform additional duties as assigned to support operational excellence.

Required profile

• High school diploma or equivalent.
• Minimum 2 years experience in a call‑center or customer‑service environment.
• Proven experience in coaching, mentoring and leading teams.
• Familiarity with call‑center systems, ACD/IVR and performance metrics.
• Flexibility to work various shifts, including days, evenings and holidays.
• Excellent listening, verbal and written communication skills.
• Ability to type at least 30 WPM accurately.
• Strong critical‑thinking, problem‑solving and decision‑making abilities.
• Capacity to build rapport with clients and interact across all organizational levels.
• Effective time‑management, organizational and prioritization skills.

Required skills

• MS Office (Word, Excel, PowerPoint).
• Call‑center systems (ACD/IVR).