SME - English

We are looking for SME (Subject Matter Expert) to join our team at Teleperformance Thailand. 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.

Responsibilities

• Serve as the Subject Matter Expert (SME) for English-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.

Requirements

• Proficiency in 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 onsite Open to rotational shifts, weekends, and public holidays as required.