Job Description

Position Title: Subject Matter Expert.

Salary: RM 3800 - RM 4000

Job Location: Centre Point, Mid Valley, Kuala Lumpur.

Job Scope:

• Monitor the effectiveness and quality of incoming Calls, Emails and Live Chat.
• Accompany evaluations with meaningful and constructive feedback
• Help agents improve their performance with specific instructions and constant support.
• Participate in calibration sessions to maintain consistency in internal evaluations.
• Provide performance expectations, action plans and development plans to improve customer handling quality
• Provide accurate and timely QA reports on monthly, month-to-date and year-to-date rolling basis on Call & Email and Live Chat quality and other key metrics as determined.
• To train the new recruits Soft Skills & Customer Service Techniques and bring them up to the expected benchmark, before they hit the floor.
• Responsible for completing the training within the defined time frame and handover to the operation floor.
• Responsible for conducting refreshers training program based on the training need analysis.
• Attending to all customer queries, concerns, and comments posted to the company\'s social media platforms.
• Liaising with sales personnel, product managers, and the marketing team to meet and exceed customer expectations.
• Maintaining a working knowledge of company products to effectively communicate with customers.
• Staying informed on social media trends, innovations, and changes.
• Assist and work closely with Trainer for VOC and Weekly Reports.

Requirements & Qualification

• Bachelor\'s degree or Minimum Diploma holder.
• Good command of English and writing skill with high level of adaptability skill to excel in all situations.
• Completed all studies, minimum 2 years of working experience as SME/QA Officer
• Demonstrable credentials as a Leading Subject Matter Expert (SME)
• With working experience in Technical Industry/Consumer Electronic Product & Service/Call Centre is highly preferred
• Able to work with minimum guidance and supervision
• Ability to work efficiently with team members in a fast-paced environment and work independently when needed.

Reference Number:

Contact Details:

jacob_choo@persolkelly.com

Profession:

Human Resources & Support
Talent Development

Company:

PERSOLKELLY_RHQ

Date Posted:

27/04/2023 3:37:00 PM

PersolKelly