Deskripsi Pekerjaan
Are you a customer experience champion with a passion for blockchain technology, decentralized finance (DeFi), and cryptocurrency? WNS is seeking a highly skilled and dynamic Subject Matter Expert (SME) - VIP Desk to join our elite support team in Quezon City. In this pivotal role, you will bridge the gap between cutting-edge web3 technology and premium, white-glove customer service to deliver an unparalleled digital experience to our most valued global clients.
As an SME for our VIP Desk, you will serve as the primary escalations point, technical advisor, and advocate for high-net-worth individuals navigating complex blockchain transactions and platform features. This is an incredible opportunity to work at the forefront of financial technology while enjoying top-tier compensation, including a highly lucrative PHP 100,000 sign-on bonus! If you excel in high-pressure environments, have a deep understanding of digital wallets, smart contracts, or transaction lifecycles, and possess world-class communication skills, this is the perfect next step for your career.
At WNS, we believe in fostering a collaborative, tech-driven workplace. As a senior member of the customer experience squad, your daily insights will directly influence our service delivery standards, process optimization, and long-term client retention strategies in the fast-paced Web3 landscape.
Tanggung Jawab
- Provide high-touch Tier-2 and Tier-3 technical and transactional support for VIP clients and high-net-worth individuals on blockchain platform issues.
- Act as the primary Subject Matter Expert (SME), guiding and mentoring frontline customer experience associates on advanced technical resolutions and complex inquiries.
- Investigate and resolve sophisticated support requests related to digital wallets, transaction delays, smart contract interactions, and platform features.
- Maintain and exceed stringent Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) tailored to high-value customers.
- Collaborate closely with internal product, security, and engineering teams to escalate software bugs, report fraud indicators, and suggest UI/UX enhancements.
- Create, update, and maintain comprehensive internal knowledge base articles, standard operating procedures (SOPs), and training materials.
- Handle real-time customer escalations professionally, de-escalating tense scenarios with empathy, confidence, and authority.
Kualifikasi
- At least 3-5 years of experienced success in high-end customer service, technical support, or helpdesk environments, preferably within Fintech, Web3, or Financial Services.
- Solid foundational knowledge of blockchain protocols, cryptocurrency transaction flows, decentralized applications (dApps), and digital asset wallets (e.g., MetaMask, Trust Wallet).
- Proven experience acting as an SME, Team Lead, or Senior Escalation Specialist in a premium BPO or shared services environment.
- Exceptional verbal and written English communication skills, with a proven ability to translate complex technical jargon into simple, reassuring terms for VIP users.
- Outstanding analytical, troubleshooting, and investigative skills, especially when handling high-value transactions.
- Bachelor's degree in Information Technology, Computer Science, Finance, Business Administration, or a related discipline is highly preferred.
- Flexibility to work in a shifting schedule, including night shifts, holidays, and weekends, to support a 24/7 global client base.