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.
QualificationsPrevious 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.
Skills Required
- Previous customer service experience
- Experience with coaching, SME, or team support responsibilities
- Strong communication skills
- Mentoring skills
- Problem-solving skills
- Ability to handle escalations and complex issues professionally
- Flexible and adaptable to a fast-paced environment
- Availability for rotational shifts, weekends, and public holidays
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What We Do
Teleperformance is a global digital business services company. Our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment. We deliver the most advanced, digitally-powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways.
