Business Transformation: Customer Service - Trainer

Shopee

Manila, Philippines

6d 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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