Kerja Sepenuh Masa Subject Matter Expert - AI Device Project (Immediate Intake), Gaji tinggi MYR 4,100 di Transcosmos Malaysia Federal Territory - Maukerja

A. Position Overview

As a Call Centre Subject Matter Expert (SME), you will provide high-level support and guidance to call centre agents by acting as a go-to expert for complex customer issues, ensuring smooth day-to-day operations, and maintaining the quality of service. While you will be assisting agents in resolving queries, you will also help with knowledge transfer, training, and process optimization. Your primary focus will be on delivering superior service, resolving escalated issues, and mentoring agents, all while adhering to company policies and standards.

B. Key Responsibilities

1. Expert Support and Guidance:

• Serve as the primary point of contact for agents needing support with complex or escalated customer issues.
• Provide immediate assistance in resolving non-routine inquiries and challenging customer situations.
• Offer expert-level guidance on product knowledge, troubleshooting, and customer service procedures.

2. Training and Development:

• Provide on-the-job training and support for new and existing agents, helping them refine their skills and knowledge.
• Coach and mentor agents, offering feedback and recommendations for improvement in call handling, issue resolution, and customer interactions.
• Help ensure that all agents are familiar with and adhere to company procedures, policies, and product details.

3. Escalation Handling:

• Take responsibility for handling customer issues or complaints that have been escalated beyond the agent level.
• Ensure timely and effective resolution of escalated cases, liaising with customers and internal teams as needed.
• Demonstrate problem-solving skills by providing tailored solutions to meet customer needs.

4. Quality Assurance and Process Adherence:

• Assist in ensuring agents comply with the company’s call handling procedures, customer service standards, and quality metrics.
• Provide continuous feedback to team leaders and supervisors to help maintain service quality.
• Support the enforcement of compliance with internal policies and procedures.

5. Knowledge Sharing and Process Improvement:

• Share product knowledge, technical insights, and customer handling best practices with agents.
• Identify process gaps or areas for improvement and collaborate with management to implement changes.
• Suggest and contribute to process improvements that enhance customer service and operational efficiency.

6. Team Collaboration:

• Work closely with team leaders, supervisors, and managers to ensure smooth operations and resolve any operational issues that arise.
• Serve as a liaison between agents and management to address challenges and provide insights into team performance.
• Support a collaborative team environment by fostering communication and knowledge-sharing among team members.

7. Ad-Hoc Responsibilities:

• Perform other tasks as assigned by management, contributing to the overall success of the call centre operations.
• Assist with special projects or process changes when needed.

C. Qualifications

• Educational Background: Possess at least Diploma and above, in any field. SPM graduates are also welcome to apply.
• Experience: Minimum 1-2 years of experience in call centre environment, with proven experience as a call centre agent, with a solid understanding of products, services, and troubleshooting. Previous experience handling customer escalations or serving as a mentor/subject matter expert is preferred.
• Language Proficiency: o Fluent in English (spoken and written) – mandatory, to support high-proficiency customer interactions and documentation.
• Skills:
• o In-depth knowledge of the company’s products, services, and policies.
• o Strong problem-solving skills and the ability to handle complex customer issues effectively.
• o Excellent communication skills, both verbal and written, with the ability to explain complex information simply. o Ability to work under pressure and remain calm in high-stress situations.
• o Strong coaching, mentoring, and training skills. o Proficient in using call centre software, CRM systems, and Microsoft Office.
• D. Working Location Based at Sunway Visio Tower, Lingkaran SV, Sunway Velocity, 55100 Kuala Lumpur

Pay: RM4,000.00 - RM4,100.00 per month

Work Location: In person