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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