Business Transformation: Customer Service - Trainer
Shopee
Manila, Philippines
13h ago

Job Description :

  • Carries out the implementation of knowledge based on the Training Curriculum
  • Establish innovative deck, materials and hands-on procedures for training enhancement
  • Documenting new processes / updates in the process materials
  • Standardize and organize training modules for proper safe keeping
  • Identify and assess training needs to determine gaps for further improvement on training materials and curriculum to better increase product knowledge and capabilities
  • Highly adept at building and maintaining fruitful, beneficial relationships horizontally and vertically across all departments
  • Deliver dynamic training sessions (on-boarding, soft skills, process and refresher training, etc) across customer service to a diverse learning participant
  • Collaborate with Quality Team and Management across site to identify operational deficiencies and develop lean, solution-oriented, measurable training
  • Monitor and improve all new hires accomplishment and address deficiencies to establish readiness prior to endorsing
  • Provide individual coaching, daily feedback sessions and weekly one-on-one to new hires prior to endorsing
  • Meet individual and team targets and KPIs
  • Requirements :

  • Must be a Bachelor graduate from any course
  • Minimum of 2 years of experience as a Trainer preferably in a contact center or customer service setting
  • Proficient in MS Office, Google tools and presentations
  • Experience with instructional manuals and teaching technologies and platforms
  • Understanding of effective teaching methodology and tools
  • Has qualities of being a good presenter and can execute the training course forward confidently. Excellent verbal, written, interpersonal, leadership and organizational skills
  • Requires a positive attitude, ability to multi task, manage to work independently and have a genuine interest in teaching
  • Demonstrate exemplary in critical thinking and decision-making
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