Coach SME (Subject Matter Expert) - Mandarin

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.