Customer Service Trainer

 We are searching for a customer service trainer to provide interactive seminars and training for our support and customer service employees. The duties of a trainer include leading on-the-job coaching, creating educational materials, and planning new hire training sessions. We'd want to meet you if you have experience training people in soft skills like negotiating and problem-solving. Ultimately, you'll be responsible for ensuring that our customer support representatives advance their knowledge and successfully attend to clients' needs.

What You’ll Be Doing:

  • Based on the development of customer service business, collect and analyze training needs and establish a sound internal trainer selection, training, curriculum planning, and talent incentive mechanism.
  • Responsible in formulate training strategies that meet the development of customer service teams.
  • Responsible in providing reasonable and efficient effect tracking mechanisms, ongoing optimization and refinement in response to feedback and work functional needs, and quick course development
  • Capacity of building the needs of the customer service team, design training programs & needs, establish online and offline training mechanisms, and implement pre-job empowerment, on-the-job empowerment and other trainings Work to ensure that the training empowerment content is implemented in the customer service team
  • Regularly conduct training demand research, do a good job in training demand survey and analysis, analyze and output training data results, track training effect feedback, and do a good job in training process organization and management and training effect evaluation
  • Fully explore and integrate internal and external resources of the company, comprehensively use training tools and forms, maximize training coverage and training effects
  • Deeply understand the business, actively explore and analyze training needs, and carry out training project planning, implementation and effect evaluation follow-up

Job Requirements

  • Academic Education: Possess at least a Diploma/Bachelor’s Degree
  • Language Proficiency: English & Mandarin (required to liaise with Mandarin speaking clients)
  • Possess TTT (Train The Trainer) certification ability
  • Ability to independently design and organize delivery of training empowerment projects
  • Have strong organizational resource scheduling and teamwork ability
  • Strong rapid learning ability and self-motivation
  • Willing to work in Tun Razak Exchange, Kuala Lumpur (walking distance from MRT)

Benefits

  • Annual Leaves
  • Insurance Coverage for Employee & Dependants
  • Meal Allowance
  • Hybrid Working - with 2 days WFH/week

 

 

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