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.