- Bayan Lepas Pulau Pinang Malaysia
Full Time SME (Subject Matter Expert) - English - Bayan Lepas Jobs, in TP Pulau Pinang - Maukerja
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Job Description
Responsibilities
Overview:
We are looking for SME (Subject Matter Expert) to join our team at Teleperformance Malaysia. In this role, you will act as a key support for our Customer Service team by sharing your expertise, providing guidance, and ensuring that performance standards are consistently met.
Qualifications:
Previous experience in customer service, preferably with coaching, SME, or team support responsibilities.- Strong communication, mentoring, and problem-solving skills.
- Ability to handle escalations and complex issues with professionalism.
- Flexible and adaptable to a fast-paced environment.
- Open to rotational shifts, weekends, and public holidays as required.
- Serve as the Subject Matter Expert (SME) for customer service operations.
- Provide coaching, mentoring, and support to customer service representatives to improve performance and service quality.
- Assist in training sessions, calibrations, and knowledge-sharing activities.
- Monitor and evaluate agents’ interactions (calls, chats, emails) to ensure accuracy and compliance with company standards.
- Support the operations team in driving performance metrics and achieving client targets.
- Act as the go-to person for escalations, complex queries, and product/process clarifications.
- Collaborate with Team Leaders, Trainers, and Quality Analysts to enhance team performance.
- Provide feedback and reports to management on areas of improvement and best practices.
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