Customer Care Trainer

1 week ago

Kuala Lumpur, Malaysia Aisling Consulting Full time

**Job Description **:_
- Developing and delivering training programs: As a trainer, you would be responsible for creating and delivering training programs for inbound, outbound, and support agents. These training programs should be designed to enhance the skills, knowledge, and performance of the agents.
- Conducting training needs analysis: You should analyze the training needs of the agents to determine the areas where they need training and development. This analysis should be based on the performance of the agents, feedback from customers, and data analysis.
- Developing training materials: You should create training materials such as training manuals, job aids, and e-learning modules. These materials should be designed to be engaging, interactive, and easy to understand.
- Delivering training sessions: You should conduct training sessions for agents using a variety of methods such as classroom training, on-the-job training, and virtual training.
- Evaluating training effectiveness: You should evaluate the effectiveness of the training programs you have delivered. This can be done by conducting assessments, surveys, and focus groups to gather feedback from the agents.
- Providing coaching and feedback: You should provide coaching and feedback to agents to help them improve their performance. This can be done through one-on-one coaching sessions, performance reviews, and feedback from customers.
- Data Analysis: You should be responsible for analyzing data related to the performance of agents, customer feedback, and call volume, and use that information to identify areas for improvement in training and coaching.
- Supporting Line Leaders and Assistant Leaders: You should work closely with line leaders and assistant leaders to identify training needs and provide them with support in developing and implementing effective training programs.
- Quality Assurance: You should be responsible for monitoring and assessing the quality of customer interactions to ensure that they meet established quality standards. This may include conducting audits, providing feedback to agents, and identifying areas for improvement.
- **Job Requirements**:_
- Preferably at least 5 years of related working experience.
- Preferably Executive specializing in Customer Service or equivalent.
- Good communication skills in English, Malay, Mandarin, or Tamil language for both spoken and written
- 1 Full-time/Permanent position available

**Salary**: RM3,500.00 - RM5,000.00 per month

**Benefits**:

- Dental insurance
- Health insurance

Schedule:

- Monday to Friday
- Rotational shift

Application Question(s):

- What is your Expected Salary?
- How many Years of experience as trainer?

**Experience**:

- Call Centre: 4 years (preferred)

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