Customer Service Trainer ( Based in Malaysia )

• Plan, conduct, coordinate and implement a comprehensive training program for staff. Training components will be geared toward new hires, existing staff and individuals who seek one-on-one coaching.
• Prepare new hires by conducting orientation to service processes; developing individual coaching plans; scheduling orientation and ongoing training.
• Own the learning life cycle for new hire agents and be responsible for improving learning experience & overall agent experience. Own key metrics like attrition & throughput and learning effectiveness for new hire agents.
• Determine training needs by observing customer/ vendor & rider interactions ; studying customer experience results reports; conferring with management.
• Continuously improve overall training programs by embracing new age learning principles including gamification & interactive delivery, use techniques such as classroom learning, demonstrations, one-on-one coaching and online learning.
• Organize, Plan and Implement monthly cyclic activities including refresher training, monthly tests and call monitoring. Liaison with the Quality and Operations to conduct training workshops and improve overall performance
• Prepare and share reports on agent leaning life cycle including but not limited to attrition, throughput, batch wise performance etc.
• Thorough understanding of inhouse SOPs & Processes , keep pace with dynamic changes & remain up do date with competition within industry.

Requirements

• High level proficiency with Mandarin ( Read/ Write/ Speak) : Mandatory
• Specialist Training candidate should have minimum 2 years Trainer experience with
• Domestic/International BPO/ E-commerce
• Excellent presentation skills (oral and written), as well as the ability to motivate, teach and inspire staff. Operational knowledge of MS Office: Excel, Word and PowerPoint.
• Ability to develop training and methodology programs that are unique to the organization’s goals, values and mission statement.
• Ability to problem solve
• Strong analytical and decision making skills
• Self-development skills