Subject Matter Expert

Job Summary:

We are seeking a SME & Trainer to support our Consumer Care team in JAPAC. You will handle complex customer issues, guide agents, and deliver training programs to improve service quality. This role may require weekend, holiday, or shift work.

Responsibilities:

• Support agents with escalated customer issues
• Provide guidance and coaching to improve service standards
• Develop and deliver training for new and existing staff
• Maintain training materials and records
• Analyze customer feedback and metrics to identify improvement areas
• Serve as a back-up agent when needed

Requirements:

• 2+ years of customer service experience
• Excellent communication, presentation, and coaching skills
• Strong interpersonal and team collaboration skills
• Proficient in MS Office and multimedia tools
• Customer-focused and able to handle complex issues
• Positive, proac...