Customer Service Trainer

The CS Trainer is responsible for all activities that aim to facilitate the training process, including creating training materials, monitoring the continuous development of the 1st Line BPO trainers, all agents (including BPO and inhouse), and freelancers, and supporting other CS-related cross-team training if needed.

Responsibility:

• Provide CS related training to all employees based on requests, and answer CS knowledge related questions.
• Ensure the quality of training conducted by 1st Line BPO Trainers, provide feedback to the BPO trainers and BPO managers after the training sessions.
• Create effective & inclusive diversity training models and materials, and host different development training or workshops that can be proactive, or requested from the Quality Center, BPO manager or other internal stakeholders.
• Provide feedback to the process specialist with new process updates;
• Share and deploy updates regarding the Customer Service in the best viable way;
• Assess the internal knowledge and collect results for future developments;
• Collect and answer training or process related questions from stakeholders.

Requirement:

1. Bachlor defree at English, Marketing, International trade、e-commerce related are preferred.
2. 1-2 years related working experience.
3. Knowledge Skill Requirement: Expert in office, proficient in English, fluent oral and written English.
4. Personal Quality Requirement: Strong sense of responsibility, outgoing personality, communication skills, ability to withstand pressure, customer service awareness, logical thinking skills, analysis, summary skills and time management skills.
5. Good at PPT.