Job Description:

  • Be a subject-matter expert in Shopee 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 Shopee Features, SOPs, tools, and relavant 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
  • Keep track on training progress and provide reports for stakeholders
  • 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.

Qualification:

  • Bachelor’s Degree in Instructional Design, Educational Psychology, Adult Learning or organization development or similar
  • Fluent in Thai and English, both written and spoken
  • 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 softskill 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, vitualized resources to enhance learning, self-service experience.
  • Good communication/presentation and can convey messages expressively and clearly to various types of audiences
  • Have great stage presence, able to manage and adapt to training situations
  • 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.
  • Ability to deal with ambiguity and complex, matrixed environments with minimal oversight.
  • Resilience to work under tight deadlines and under pressure

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