Trainer (Customer Service)

2 days ago

Sungai Petani, Malaysia SummitNext Technologies Sdn Bhd Full time

**Company Overview**:
We are SummitNext Technologies Sdn. Bhd., a BPO and Technology Solutions provider located in Selangor, where innovation meets excellence.

As we embark on our rapid expansion, we are eagerly seeking talented individuals to join our team as **Trainer (Customer Service)** to provide unrivalled support to our clients.

**Responsibilities**:

- Develop and deliver training programs for inbound, outbound, and support agents, aimed at enhancing skills, knowledge, and performance.
- Conduct training needs analysis based on agent performance, customer feedback, and data insights to identify areas for improvement.
- Create engaging and interactive training materials, including training manuals, job aids, and e-learning modules.
- Deliver training sessions using various methods such as classroom training, on-the-job training, and virtual training.
- Evaluate training effectiveness through assessments, surveys, and focus groups, and gather feedback for continuous improvement.
- Provide coaching and feedback to agents through one-on-one sessions, performance reviews, and customer feedback to boost performance.
- Analyze performance data related to agents, customer feedback, and call volume to identify areas for improvement in training and coaching.
- Collaborate with line leaders and assistant leaders to identify training needs and support them in implementing effective training programs.

**Requirements/Qualifications**:

- 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 centres 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 mile.
- Additional certification in training is a plus.

**Benefits**:

- Annual Leave, Maternity Leave, Birthday Leave, Parental Leave, etc
- EPF & Socso
- Opportunities for promotion
- Professional development

Pay: RM3,600.00 - RM3,800.00 per month

**Benefits**:

- Maternity leave
- Opportunities for promotion
- Professional development

Schedule:

- Monday to Friday

Supplemental Pay:

- Overtime pay

**Experience**:

- Customer Care Specialist: 1 year (preferred)

**Language**:

- Mandarin (preferred)
- Bahasa (preferred)

Work Location: In person

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