Subject Matter Expert – Multi‑Channel Helpdesk

About the role

We are looking for a Subject Matter Expert to lead our Multi‑Channel Helpdesk. You will use your strong English communication skills to ensure seamless customer interactions across email, chat, phone and social platforms while working in a hybrid environment with rotational shifts.

Key responsibilities

• Manage and oversee multi‑channel helpdesk operations to deliver efficient support.
• Provide expert guidance in English communication to resolve customer inquiries.
• Collaborate with teammates to design strategies that improve the overall customer experience.
• Apply email‑marketing techniques to optimise communication and boost engagement.
• Implement display‑advertising tactics to promote services and increase brand visibility.
• Monitor customer feedback, identify improvement areas and drive necessary changes.
• Coordinate with relevant departments to ensure timely issue resolution.
• Create and maintain clear documentation of helpdesk processes.
• Train and mentor junior staff members.
• Participate in regular team meetings and adapt to rotational shift schedules.

Required profile

• Fluent English communication skills.
• Experience with email‑marketing concepts and tools.
• Knowledge of display‑advertising techniques.
• Ability to work in a hybrid model with rotational shifts.
• Strong problem‑solving abilities.
• Team‑oriented mindset for effective collaboration.
• Certified Customer Service Professional (CCSP) and Email Marketing Certification.

Required skills

• Email marketing
• Display advertising

What we offer

• Hybrid work arrangement.
• Opportunities for professional growth and mentorship.
• Dynamic, multi‑disciplinary team environment.