Customer Service Trainer

1 week ago

Selangor, Malaysia SummitNext Technologies Sdn Bhd Full time

**We, SummitNext Technologies Sdn. Bhd. is a BPO and Technology Solutions provider, where innovation meets excellence.**

As we embark on our rapid expansion, we are eagerly seeking talented individuals to join our team as **Customer Service Trainer,** providing unrivalled support to clients within the dynamic transportation & logistics industry.

**Position**

Customer Service Trainer
- 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.

**Job Requirements**
- Diploma/Bachelor degree with at least 2 years of work experience as Customer Service trainer or similar role.
- Experience in customer service positions in contact centre is a plus.
- Excellent presentation of skills and training delivery, with knowledge of various training methodologies.
- Excellent verbal, written and interpersonal communication skills.
- Ability to multitask and operate in a fast-paced team environment.
- An individual who is eager to learn and willing to go the extra miles.
- Additional certification in training is a plus.

**Job Type**
- Full-time, rotational day shift, 5 days a week

**Job Location**

Office - Shah Alam

**Salary**
- Basic RM3500.00 per month
- Annual bonus

**Benefits**
- EPF, Socso
- Maternity leave
- Annual Leave, Maternity Leave, Parental Leave, etc
- Opportunities for promotion
- Professional development

**Expected Start Date**:

- Immediately

**Know more about us at**:
**Salary**: RM3,500.00 per month

**Benefits**:

- Maternity leave
- Opportunities for promotion
- Parental leave
- Professional development

Schedule:

- Rotational shift

Supplemental pay types:

- Yearly bonus

Ability to commute/relocate:

- Selangor: Reliably commute or planning to relocate before starting work (preferred)

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