Coach Sme

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.

Qualifications:

- Proficiency in **Japanese 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.- 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.-
- 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.