Job Description:
- Work closely with internal teams to become a subject-matter expert in Shopee Features, SOPs, systems and tools, and all changes related to customer service.
- Provide training needs-analysis to determine customer service skills gaps and knowledge requirements
- Design and develop learning materials and determine appropriate and varied instructional methods to ensure understanding of materials by all types of adult learners
- Educate and advise contact center agents, leads, and QAs on Shopee 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 team
- Coordinate and evaluate training conducted by support staff members to ensure consistency, accuracy, and thoroughness
- Assist in the development and application of performance tests to measure trainee 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.
- Keep track of training progress and provide reports for stakeholders
Requirements:
- Bachelor’s degree required, in adult education or organization development is a plus
- At least 2 years of hands-on training experience in e-commerce
- Passionate about training and giving people those ‘light bulb’ moments
- Proven practical knowledge of adult training methodologies and service soft-skill knowledge
- Learn fast, act fast with strong attention to detail and accuracy
- Able to select instructional methods and learning activities that match the learner styles and paces
- Good communication and can convey messages expressively and clearly
- Have great stage presence and can handle the most difficult of training situations
- Excellent command of the Thai language, both written and spoken
- Excellent command of the English language, both written and spoken
- Proficiency in MS Office or G-Suite including Word, Excel/G-Sheet, and PowerPoint/G-Slide
- Resilience to work under tight deadlines and under pressure
- High level of discretion, confidentiality, and ethics
- Be a team player and be able to operate effectively in a fast-paced and multicultural environment.
