Customer Service Trainer

Job Descriptions :

• Conduct training sessions for new and existing Customer Service staff.
• Collaborate with the Management/Product Team to communicate accurate product updates to the Customer Service Team.
• Develop a variety of training solutions and methods tailored to the complexity of new product updates, ensuring comprehensive training materials.
• Provide training and standardize the workflow processes for the Customer Service Team to enhance their technical/product knowledge and ensure customer satisfaction.
• Coordinate with leaders across the Customer Service function to identify areas for interpersonal improvement, offering recommendations to meet company standards.
• Deliver training sessions, provide constructive feedback, and offer counseling to trainees to enhance their Customer Service skills and communication abilities.
• Review the Standard Operating Procedure (SOP) for the Customer Service process.

Requirements : 

• Min. Diploma/Bachelor's Degree in a related filed.
• Have experience at least 2 years as a Trainer in the P2P and Finance industry.
• Proven experience in handling complaints, problem solving and handling customer via phone,email, and Live Chat.
• Having good communication skills.
• Have the ability to prioritize and manage multiple tasks with strong analysis skill.
• Be Able to explain training materials effectively and assist trainees.
• Demonstrate a high level of attention to detail and problem solving.
• Tech-savvy, able to operate MS. Word, Excel, PowerPoint, Canva and presentation skills.
• Certification from the training association is a plus.