Coach SME (Subject Matter Expert) - Japanese

Teleperformance; Bayan Lepas; On-site; MYR 150,000 - 200,000; Full time

Job summary

A leading customer service provider in Penang is seeking a Coach SME to enhance team performance and ensure quality standards. The ideal candidate must be proficient in Japanese and English, possess strong mentoring and problem-solving skills, and be flexible for rotational shifts. Responsibilities include training, monitoring interactions, and supporting the operations team in achieving client targets.

Qualifications

• Previous experience in customer service, preferably with coaching or SME responsibilities.
• Ability to handle escalations and complex issues with professionalism.
• Flexible and adaptable to a fast-paced environment.

Responsibilities

• Serve as the Subject Matter Expert (SME) for customer service operations.
• Provide coaching and support to improve performance.
• Monitor and evaluate interactions to ensure compliance with standards.

Skills

Proficiency in Japanese and English

Strong communication skills

Mentoring skills

Problem-solving skills

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.

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.

• 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.