Care Specialist - Subject Matter Expert

Overview

Teleperformance (TP) Thailand is seeking a dedicated Subject Matter Expert (SME) to champion excellence within our Customer Service team. In this pivotal role, you will serve as the primary knowledge resource for our multilingual speaking operations. By sharing your expertise, resolving complex escalations, and actively mentoring agents, you will ensure our team consistently delivers exceptional service and meets critical performance standards.

Qualifications

Language Proficiency: Fluent in English (excellent written and verbal communication skills).

Professional Experience: Proven background in customer service, preferably with prior experience as an SME, coach, or senior team support representative.

Core Competencies: Strong problem-solving, mentoring, and analytical skills, with the ability to handle high-pressure escalations gracefully.

Adaptability: Highly flexible and capable of thriving in a fast-paced, dynamic work environment.

Must be willing to work entirely on-site.

Open to working rotational shifts, including weekends and public holidays as required by operational needs.

Responsibilities

Team Support & Mentorship

• Serve as the go-to resource and primary SME for all product, process, and policy clarifications within the multilingual speaking customer service team.
• Coach, mentor, and guide customer service representatives to elevate their daily performance, confidence, and overall service quality.
• Collaborate with Team Leaders, Trainers, and Quality Analysts to facilitate targeted training sessions, knowledge-sharing activities, and scoring calibrations.

Quality & Performance Management

• Monitor and evaluate agent interactions across multiple channels (calls, chats, emails) to ensure accuracy, quality, and strict compliance with company guidelines.
• Partner with the operations leadership team to drive core performance metrics and successfully achieve client targets.
• Identify operational trends and present actionable feedback, reports, and best-practice recommendations to management.

Escalation Handling

• Step in to directly manage and resolve complex customer issues, escalations, and high-level inquiries with professionalism and empathy.