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This job is as a Subject Matter Expert in Operations, guiding a customer service team. You might like this job because you get to train others, improve processes, and help resolve complex customer issues while working with a friendly team.
Undisclosed
Cyberjaya, Malaysia, Kuala Lumpur
Job Description
Job Title:
SME, OperationsJob Description
We are looking for a passionate and knowledgeable Contact Center SME to provide expert guidance and support to our customer service team. This role is essential in enhancing our team's performance through knowledge sharing, training, and operational best practices.- Expert Guidance: Serve as a subject matter expert in contact center operations, processes, and technologies.
- Training and Development: Develop and deliver training programs to enhance the knowledge and skills of contact center agents.
- Quality Assurance: Monitor and evaluate agent interactions to ensure adherence to company standards, policies, and procedures.
- Process Improvement: Identify opportunities for process improvements and recommend strategies to enhance overall service delivery.
- Performance Metrics: Analyze performance metrics and provide insights to management for informed decision-making and operational enhancements.
- Customer Escalation Support: Assist agents with challenging customer inquiries and resolve escalated issues effectively.
- Collaboration: Work closely with cross-functional teams to ensure alignment and continuous improvement in customer service initiatives.
Location:
MYS CyberjayaLanguage Requirements:
English (Required), Malay (Required)Time Type:
Full time2025-06-30If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents
Job Requirements
Company Benefits
Financial wellness
Enjoy competitive pay, bonuses, referral rewards, relocation support, paid training, and partner discounts as we invest in our people and culture.
Flexibility and work-life balance
Empowering you with flexible work: vacation, sick leave, parental leave, hybrid and remote options, part-time contracts, and time off for training
Health and personal development
Build your career with us through development programs, wellness initiatives, ESG resources, and modern offices where growth and friendships thrive.
Extra perks
Learn and grow with us through international mobility, internal promotions, company events, networking, and team-building activities.
Additional Info
Company Activity
Last active - few hours ago
Experience Level
0 - 10 Years of Experience
Job Specialisation
Business Development, Manufacturing Operations, Supply Chain & Logistics
Company Profile
