Customer Service Trainer

Job Responsibilities:

1. Plan and conduct training programs for both new hires and existing employees based on business needs.
2. Develop and implement Performance Improvement Plans (PIPs) for employees requiring performance enhancement.
3. Design learning programs, administer assessments, and prepare learning outcome reports.
4. Manage the Contact Center Knowledge Base, including creating, updating, categorizing, and archiving content to ensure information remains accurate and up to date.

Job Requirements:

1. Bachelor's degree (S1) in any discipline.
2. Good command of English, both spoken and written; Mandarin proficiency is an advantage.
3. Minimum 1 year of experience in Contact Center, Knowledge Management, or Customer Service.
4. Strong communication, training material development, training delivery, logical analysis, problem-solving, and coordination skills.
5. Highly motivated to learn, detail-oriented, responsible, able to work collaboratively in a team, and familiarity with Knowledge Base systems or chatbots is an advantage.