Job Descriptions
  • Be a subject-matter expert in ShopeeFood Features, SOPs, systems and tools and all changes related to customer service.
  • Design and develop learning materials and determine appropriate and varied instructional methods to ensure understanding of materials by all types of adult learners.
  • Train/educate and advise contact center agents, leads and QAs on ShopeeFood Features, SOPs, tools, and relevant service soft skills. 
  • Create safe and engaging training experiences that ensure agents receive practical and effective training.
  • Recommend corrective actions for individual team members and procedural improvements for all customer service teams.
  • Coordinate and support on-site audits conducted by external providers. (BPO)
  • Keep track of training progress and provide reports for stakeholders. (BPO)
  • Assist in the development and application of performance tests to measure agent's progress and to evaluate training effectiveness.
  • Provide excellent customer service and maintain high standards for all work performed, working on complex requests and high volumes under tight deadlines.
 
Requirements
  • Bachelor’s Degree in any related field. 
  • Fluent in Thai and English, both written and spoken.
  • At least 2 years of hands-on training experience in e-commerce, Food Delivery
  • Work experience as a Customer Service Trainer or similar role.
  • Work experience with BPO (Business Process Outsourcing).
  • Passionate about training and giving people those ‘light bulb’ moments.
  • Proven practical knowledge of adult training methodologies and service soft skill knowledge
  • Able to select instructional methods and learning activities that match the learner styles and paces.
  • Ability to translate complex ideas and information into organized, guided, virtualized resources to enhance learning, self-service experience.
  • Good communication/presentation and can convey messages expressively and clearly to various types of audiences.
  • Proficiency in creating learning materials with MS Office or G-Suite including Word, Excel/G-Sheet, and PowerPoint/G-Slide.
  • Be a team-player and be able to operate effectively in a fast-paced and multicultural environment.

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