Subject Matter Expert (SME)
Job Responsibilities:
- Serve as the primary point of contact for customers, addressing their inquiries and concerns with professionalism and empathy
- Provide in-depth, specialised knowledge and guidance to resolve intricate customer issues
- Collaborate with cross-functional teams to gather information, troubleshoot problems, and formulate effective resolutions
- Contribute to the development and enhancement of training materials, knowledge base articles, and process improvements
- Actively participate in continuous learning and skill development to maintain a high level of expertise
- Demonstrate a commitment to exceptional customer service and a solutions-oriented mindset
- Gain in-depth understanding of the provided products and services, possess professional knowledge of products and business, and continually learn new business knowledge to enhance business skills.
- Provide business support to the customer service team, coach daily operations to ensure quick and effective resolution of customer issues. Enhance the skill level of the customer service team through the development and implementation of training plans.
- Develop and implement Standard Operating Procedures (SOP), continuously optimize processes to improve customer service efficiency and enhance service quality.
- Familiarize and proficiently use various customer service tools, refine the customer service workspace, and improve customer service efficiency.
- Analyze user inquiries, gather user feedback, and collaborate with the product development team to drive product optimization.
- Contribute to the construction of an intelligent customer service system, combining intelligent tools to enhance the intelligence and self-service capabilities of user services.
Job Requirements:
- Extensive experience in a customer service or call centre environment, preferably within the Call Centre & Customer Service industry
- Demonstrated expertise in the Customer Service – Call Centre domain, with a strong understanding of industry best practices
- Preferable education background of Degree and above
- Have 1 – 2 year of experience in process development and management
- Proficient in process management and optimization methodologies, with practical experience in risk and compliance. Candidates with experience in the financial or blockchain industry will be given priority.
- Exceptional communication and interpersonal skills, with the ability to explain complex topics in a clear and concise manner
- Problem-solving skills and a collaborative approach to working with cross-functional teams
- Commitment to continuous learning and a passion for delivering exceptional customer experiences
- Strong attention to detail and the ability to multitask effectively
Additional Information:
- Seniority level: Mid-Senior level
- Type: Full-time
- Location: Kuala Lumpur
- Industry: Consumer Services, Business Consulting and Services, and Financial Services
If you are interested in the position, please submit your updated CV to administrator@crazzgroup.com