Sky Service Distribution Subject Matter Expert - Contact Center Inbound

Sky Service Distribution - SME-Sky Channel-Contact Centre Inbound

As a Sky Service Distribution SME, you will play a crucial role in our contact center, specializing in Sky Channel services. Your primary focus will be to handle inbound customer inquiries and provide accurate, timely assistance. This role requires a deep understanding of distribution and retail liabilities, and you will be expected to offer expert advice and support to both customers and internal teams.

• Handle inbound customer calls and provide excellent customer service, ensuring a positive experience.
• Offer expert guidance and support on distribution/retail liabilities, addressing customer queries and concerns.
• Maintain a thorough understanding of Sky Channel services and products, staying updated with any changes or new offerings.
• Collaborate with other teams, such as sales and operations, to ensure a seamless customer journey and efficient issue resolution.
• Document and escalate complex or unresolved customer issues, ensuring they are addressed promptly.
• Provide regular feedback and insights to the management team, contributing to process improvements and customer satisfaction.
• Uphold the company's values and maintain a professional, friendly, and helpful demeanor at all times.
• Ensure compliance with all relevant regulations and internal policies, especially regarding customer data protection.

• Prior experience in a customer support role, preferably in a contact center environment, is essential.
• In-depth knowledge of distribution and retail liabilities, with the ability to provide expert advice.
• Excellent communication skills, both verbal and written, with the ability to explain complex concepts simply.
• Strong problem-solving abilities and a customer-centric approach to issue resolution.
• Proficiency in using various customer support tools and systems, including CRM software.
• Ability to work independently and manage a high volume of customer interactions efficiently.
• A proactive and positive attitude, with a passion for delivering exceptional customer service.
• Willingness to continuously learn and adapt to new processes and technologies.
• Fluency in English is required, and proficiency in other languages is an advantage.

Experience Level

Mid Level