Job Description
Overview We are looking for Coach 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. You will initially work from home for 6 months, after which relocation to our Johor Bahru office will be required. Qualifications • Proficiency in Mandarin and English (spoken and written). • 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. • Willingness to work from home for 6 months and relocate to Johor Bahru thereafter. • Open to rotational shifts, weekends, and public holidays as required. Responsibilities • Serve as the Subject Matter Expert (SME) for Mandarin-speaking 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. Apply tot his job