Customer Service Trainer

6 days ago

Kuala Lumpur Centre Kuala Lumpur, Malaysia SIMPLETRUSS SDN BHD Full time 30,000 - 60,000 per year

Summary:

We are seeking a motivated and experienced Trainer to join our BPO team supporting US clients. The Trainer will be responsible for designing, delivering, and evaluating training programs for new hires and existing employees to ensure they are equipped with the skills, product knowledge, and customer service standards required to deliver world-class support.

Key Responsibilities

  • Training Delivery

  • Conduct onboarding, process, and soft-skills training for new hires.

  • Facilitate refresher and upskilling sessions for tenured employees.
  • Deliver training aligned to client requirements, service level agreements (SLAs), and performance metrics.

  • Curriculum Development

  • Create and update training materials (manuals, presentations, e-learning modules).

  • Customize content to suit the US client culture, communication style, and compliance needs.
  • Incorporate simulations, role plays, and case studies for practical learning.

  • Assessment & Coaching

  • Assess trainee performance through quizzes, mock calls, and hands-on evaluations.

  • Provide structured feedback, mentoring, and coaching to bridge knowledge and skill gaps.
  • Track learning progress and certify trainees before production deployment.

  • Operational Support

  • Collaborate with Quality Assurance (QA), Operations, and HR teams to identify training needs.

  • Conduct training needs analysis (TNA) based on performance data and client feedback.
  • Support transition training during new process migrations.

  • Reporting & Compliance

  • Maintain accurate training records and generate reports on training effectiveness.

  • Ensure compliance with company and client training standards, especially data security and regulatory requirements.
  • Suggest improvements to training delivery and knowledge management.

Qualifications & Skills

  • Bachelor's degree or equivalent work experience (preferably in Communications, Education, or Business).
  • At least 2–3 years' experience as a Trainer with Quality knowledge in the BPO industry, preferably with US client exposure.
  • Strong facilitation, presentation, and coaching skills.
  • Excellent communication in English (spoken and written), with the ability to adapt to US cultural nuances.
  • Proficiency in MS Office, LMS platforms, and virtual training tools (e.g., Zoom, MS Teams).
  • An analytical mindset with the ability to track metrics and measure training ROI.
  • Flexibility to work in US shifts and adapt to client business hours.

Preferred Attributes

  • Prior experience in training for customer experience, technical support, or sales campaigns.
  • Knowledge of BPO KPIs (AHT, CSAT, FCR, QA scores).
  • Strong interpersonal skills, approachable, and supportive.
  • Ability to handle multiple training batches and meet deadlines.

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