Customer Service Trainer

5 months ago


Kuala Lumpur, Malaysia Reebelo Full time

**Create The Circular Economy With Us**

**Y**
**our typical day may include**:

- To conduct new hire and refresher training for CS Team members to ensure agents are able to deliver exceptional customer experiences that aligns with Reebelo’s service standards
- Developing targeted training programs for underperforming agents
- Provide coaching and guidance on areas of improvement, including communication skills, process/product knowledge and problem solving skills
- To create or refine training materials/documentation
- Identify recurring issues or trends in customer interaction while carrying evaluation and propose quality improvement initiatives
- Conduct detailed quality evaluations of customer service team members replies to ensure that they are adhering to Reebelo’s process, policies and procedures
- Provide constructive feedback sessions for customer service representatives on their interactions based on their QA evaluation
- Identify and report any deviations of policies, procedures or compliance from CS team members to their respective Team Lead/CS Manager
- Conduct weekly calibration sessions with Team Leads/CS Manager to ensure consistency in evaluation standards.
- To create weekly quizzes for the Customer Service Team
- To conduct monthly refresher training for all CS Team members to reinforce existing knowledge and skill

**We’d love to have a chat with you if you have**:

- At least 2 years experience in a customer-facing role
- Worked in a fast-paced e-commerce environment where change is constant.
- Experience with Zendesk or similar ticketing systems.
- Fluent in English with strong written, verbal and interpersonal communication skills
- Experienced in problem solving and conflict management. You will need to be empathetic and able to remain calm when faced with challenging situations.
- Good understanding of customer service performance metrics and service level performance metrics.
- Self-reliant and has a positive attitude towards their work and team members.
- Able to work on night shifts/rotational shifts.
- Based in the Klang Valley and able to work in a hybrid environment. You will be required to work in our office (KL Sentral) at least once a week.

**What we offer**:

- Competitive remuneration package
- Comprehensive Health, Dental, and Vision Insurance
- Hybrid work model (2x per week)
- Team events & a great culture
- Work from any of our offices for a couple of months/year (San Mateo, Miami, Toronto, Melbourne, Auckland, Singapore, Kuala Lumpur, Hong Kong - and more to come)
- Ability to impact and influence business growth
- Birthday leave: Enjoy some you time

**



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