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



  • 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.

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