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
