Training & Development (Call Centre & Customer Service)

Job Summary

We are looking for an experienced Trainer & Knowledge Management Specialist to develop employee competencies, deliver structured training programmes, and maintain accurate operational knowledge resources.

The successful candidate will support employee onboarding, product and process training, competency assessments, refresher training, and knowledge management to ensure operational readiness and consistent service delivery across customer service and back-office operations.

Key Responsibilities

Training & Employee Development

• Design and deliver induction, product knowledge, customer service, system, and operational process training.
• Develop training materials, presentations, assessments, reference guides, and learning activities.
• Conduct training sessions, competency assessments, and practical evaluations.
• Coordinate on-the-job training, coaching, nesting, and post-training evaluations.
• Deliver refresher training and support cross-training and Train-the-Trainer initiatives.

Knowledge Management & Documentation

• Develop, update, and maintain SOPs, work instructions, process flows, FAQs, and knowledge base materials.
• Ensure all training and knowledge resources are accurate, up to date, and aligned with approved procedures.
• Coordinate with Operations, Quality Assurance, and subject-matter experts to validate process updates.
• Maintain document version control and ensure timely communication of revised procedures.
• Provide guidance on complex operational processes and knowledge-related enquiries.

Competency Assessment & Performance Improvement

• Identify training needs through quality results, operational performance, customer feedback, and management observations.
• Develop targeted training interventions to address knowledge gaps and recurring errors.
• Maintain training attendance, assessment results, competency records, and operational readiness documentation.
• Monitor training effectiveness and conduct follow-up assessments to measure improvement.
• Collaborate with Operations and Quality Assurance teams to improve employee performance and service quality.

Operational Readiness & Reporting

• Support onboarding, knowledge transfer, and operational changes to ensure employees are ready for deployment.
• Conduct readiness assessments and recommend certification or sign-off before employees work independently.
• Prepare training reports covering completion rates, assessment results, knowledge gaps, and improvement actions.
• Ensure training activities comply with company policies, information security requirements, and operational standards.

Requirements

• Minimum 2–3 years of relevant experience in training, customer service operations, or knowledge management.

• Experience in developing training materials, facilitating training sessions, and conducting competency assessments.

• Good understanding of contact centre operations, customer service processes, and CRM systems.

• Excellent written and spoken English, Cantonese or Mandarin with strong presentation and facilitation skills.

• Ability to simplify complex processes into clear and practical training materials.

Added Advantage

• Experience in utilities, energy, electricity retail, telecommunications, financial services, or other process-driven industries.
• Experience supporting new service implementation, knowledge transfer, or operational transitions.
• Familiarity with Learning Management Systems (LMS), digital knowledge bases, and e-learning platforms.
• Experience in Train-the-Trainer programmes, competency certification, and training effectiveness measurement.
• Experience supporting multichannel customer service, back-office operations, or regional customer service teams.

Remuneration & Benefits

• Basic Salary: RM3,500 – RM4,500 per month, depending on relevant experience and qualifications.
• KPI Allowance: Up to RM500 per month, subject to applicable performance criteria.

Work Timing

• Monday – Friday, 9:00 AM – 6:00 PM

Work Location

Menara Tokio Marine Life,
No. 189, Jalan Tun Razak,
50400 Kuala Lumpur, Malaysia.